Manager, Consumer Lending Systems & Operational Excellence

It’s an exciting time to be at Hanscom Federal Credit Union! 

As a member of our Consumer Lending Department, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

What we offer

$81,380.62/annual to $101,725.78/annual

Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.

• A full-time, permanent position that will reward you through an annual bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• A flexible hybrid work schedule environment.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – Consumer Lending Manager, Lending Systems & Operational Excellence  

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member.  You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

Oversee Consumer Lending Processing Function

• Including management, workflow coordination, staffing support, training, and performance oversight of Loan Processors.
• Ensures loan files are processed accurately, efficiently, and in compliance with established policies, procedures, service standards, and regulatory requirements.
• Monitors pipeline flow, identifies operational bottlenecks, and partners closely with Underwriting, Loan Servicing, and Lending leadership to maintain service level expectations, improve turnaround times, and enhance the overall member experience.
• Drives consistency and accountability within the processing team through ongoing coaching, process optimization, reporting, and procedural guidance.

 Systems Ownership (LOS & Platforms)

• Serve as primary administrator for the Loan Origination System (LOS) and related lending platforms
• Manage system configuration, workflow design, user access, and enhancements
• Oversee system updates, testing, and release management

Project Management & Implementation

• Lead all lending-related projects and implementations, including:
• New products and programs
• System upgrades and enhancements
• Workflow and automation initiatives
• Develop project plans, timelines, and deliverables
• Coordinate cross-functional teams to ensure successful execution and adoption

Process Design & Optimization

• Map and evaluate end-to-end lending workflows
• Identify inefficiencies, bottlenecks, and control gaps
• Implement improvements that enhance efficiency, scalability, and member experience

Documentation & Procedure Governance

• Own development and maintenance of procedures, job aids, and process documentation
• Ensure alignment between policy, system configuration, and operational execution
• Maintain standards to ensure procedures are updated with all process and system changes

Risk & Compliance Partnership

• Collaborate with Risk and Compliance to ensure all processes and system changes meet regulatory expectations
• Ensure new implementations are reviewed and validated prior to deployment
• Translate regulatory requirements and audit findings into operational workflows and system controls

Audit & Control Support

• Coordinate internal and external audits and examinations
• Manage documentation gathering, response coordination, and issue tracking
• Support development and validation of operational controls

Data, Reporting & Operational Insight

• Support reporting related to operational performance and process efficiency
• Ensure data integrity across lending systems
• Provide insights to leadership to support decision-making

Cross-Functional Collaboration

• Partner with Consumer Lending and Loan Servicing & QC to design and implement efficient, compliant workflows
• Facilitate alignment across lending functions for all system and process changes

Additional Responsibilities

• Performs additional responsibilities and special projects as assigned to support lending operations and organizational objectives

Qualifications

• 5–8 years of experience in lending operations, systems, or process improvement
• High School diploma, with comparable work experience
• Strong experience with LOS platforms (e.g., MeridianLink, Origence)
• Project management and implementation experience required
• Strong analytical and problem-solving skills
• Knowledge of regulatory and compliance requirements preferred

PHYSICAL REQUIREMENTS
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

** Must be authorized to work in the US **

Salary : $81,381 - $101,726