Business Support Associate

The Wholesale Lending Services Real Estate & Collateral Operations Support Senior Associate is responsible for ensuring efficient daily operations in collateral and real estate support functions. This associate supports operational consistency, performance metrics, and change management initiatives to a business group, with a strong focus on documentation, communication, and driving a culture of process improvement and data driven insights.

Job responsibilities:

• Provide comprehensive support to the assigned business unit by acting as the primary liaison between departments, facilitating smooth daily operations, and offering targeted assistance to address immediate business needs.
• Oversee performance metrics monitoring, including defining measurements of success, communicating threshold breaches, and raising book of work requests for data gaps.
• Ensure robust follow-through on issues and escalations, facilitating prompt responses to operational challenges.
• Ensure end to end accuracy of process maps and procedures for operational processes
• Support change management initiatives and process standardization across support function in a change agent capacity.
• Support employee readiness efforts through the development of training schedules, materials, and working closely with Operations leads and managers.
• Develop presentation materials as needed for various stakeholders to communicate operational story.

• 5+ years of experience with loan servicing working for a major commercial real estate servicer
• Experience in working with stakeholders related to loan servicing and experience
• Proven track record in leading large-scale process improvements, change management, and automation initiatives.
• Strong strategic, analytical, and project management skills.
• Excellent interpersonal and communication abilities.
• Advanced degree or relevant certifications (e.g., Lean Six Sigma, PMP) preferred.
• Ability to work independently in a fast-paced and diverse environment with teams from various cultural backgrounds, promoting inclusivity and collaboration.
• Bachelor's degree is preferred