Executive Director – Commercial Real Estate Servicing

Overview

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Wholesale Lending Services (WLS) is seeking a dynamic and strategic Executive Director to lead our Commercial Real Estate Servicing team. This team is responsible for servicing a commercial real estate portfolio of approximately $110 billion, spanning from loan booking through payoff, ensuring seamless operations and exceptional client service throughout the loan lifecycle.

As the Executive Director within the Commercial Real Estate Servicing team, you will oversee a global and geographically dispersed team of 50 to 60 employees. Reporting directly to the Head of Commercial Real Estate Servicing, the successful candidate will drive operational excellence, champion automation and data-driven decision-making, and foster a culture of continuous improvement and cost reduction. The ideal candidate will demonstrate the attributes of a senior leader at JPMorgan

Chase, including strong business acumen, a commitment to risk and controls, and the ability to foster a collaborative and inclusive environment.

• Oversee the Commercial Real Estate Servicing team, ensuring alignment with global functional partners and stakeholders
• Build and maintain high-performing teams across multiple locations, managing geographically dispersed teams
• Deliver best-in-class service to customers, measured by the ability to consistently provide accurate and timely execution of loan and asset servicing processes
• Drive the execution of business strategy, focusing on the use of new automation tools, including AI-enabled automation, to enhance efficiency and productivity
• Monitor workflow tools to ensure SLAs are met and hold teams accountable for results
• Champion a culture of continuous improvement, proactively identifying opportunities to streamline processes and reduce the cost to serve
• Utilize advanced data analytics and visualization skills to monitor performance, identify trends, and inform strategic decision-making
• Set and communicate the strategic direction for the team, aligning goals with business priorities and the global target operating model
• Attract, develop, and retain high-quality talent. Establish a culture of strong performance management, employee engagement, inclusivity, and professional development
• Create and maintain an effective control environment. Partner with key control stakeholders to ensure compliance with regulatory requirements and internal policies
• Build strong stakeholder relationships and serve as the senior escalation point—communicating proactively, anticipating challenges, removing roadblocks, and ensuring seamless operations

• 10+ years of executive leadership experience in operations and management, within commercial real estate loan servicing or a related financial services environment
• Demonstrated ability to lead and inspire large teams, with a track record of fostering collaboration, inclusivity, and high performance
• Proven expertise in strategic decision-making and organizational transformation, including leading major change initiatives and driving innovation at scale
• Demonstrated ability to champion a data-driven culture, guiding teams to leverage analytics and insights for strategic decision-making and continuous improvement across the organization
• Exceptional communication and stakeholder management skills, with the ability to influence senior leaders and build trusted relationships in complex, matrixed organizations
• Strong commitment to risk management and governance, with a proactive approach to identifying, assessing, and mitigating risks at the enterprise level
• Committed to fostering a culture of risk awareness, with a proactive approach to risk identification and assessment
• Bachelor’s degree

• Experience implementing enterprise-level automation and workflow solutions, with a proven ability to drive efficiency and accountability through technology adoption
• Experience servicing Fannie Mae & Freddie Mac commercial loans

JPMorgan

Chase, one of the oldest financial…