Executive Director – Commercial Real Estate Servicing

Overview

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 ~$110 billion, spanning from loan booking through payoff, ensuring seamless operations and exceptional client service throughout the loan lifecycle.

• 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
• Delivering best-in-class service to our customers, measured by our 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