Assistant Manager, Consumer Lending Portfolio (Consumer Loan Experience)

Overview

Navy Federal is seeking a strategic and analytical leader to shape the vision and roadmap for Consumer Lending products, including Auto and Personal Loans. In this role, you will lead initiatives focused on understanding, measuring, and improving the end-to-end experience for key processes throughout the consumer loan lifecycle to strengthen member engagement, satisfaction, and loyalty strategies.

Leveraging market research, member insights, and deep subject matter expertise you will serve as a liaison between key business stakeholders and technology teams, ensuring alignment of Consumer Lending's business objectives with the organization's strategic vision and goals. This is a high-impact opportunity for a forward-thinking leader who can translate data into vision, and vision into strategy-helping us deliver meaningful value and best-in-class experiences to the members we proudly serve.

• Assist with developing branch strategy, establish priorities and set goals to include both Loan Originations and Portfolio growth; evaluate and implement standards to ensure alignment with department/organizational objectives and AFPs
• Analyze consumer loan risk performance and statistical data; identify trends and recommend improvements to automated systems, policies, procedures and practices
• Assist with developing and implementing consumer lending risk controls and credit management policies for the business line
• Research and resolve inquiries from both vendors and members
• Establish guidelines for credit risk measures and automation
• Coordinate with Lending Systems support team and ISD during outages to ensure prompt restoration of services; assess the impact on business line production
• Coordinate with Credit Policy and Analytics on all pricing and Custom Scorecard changes
• Develop and implement lending/underwriting criteria/guidelines for the various levels of credit and for approving consumer loan applications
• Monitor completion of quality control audits in conjunction with Lending Operational Risk and Internal Audit to ensure compliance with applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Collaborate with the Contact Center and Branch leadership regarding lending products and promotions
• Collaborate with other business units and Compliance to assess and support organization risk mitigation needs by developing strategies, tactics, and quality review solutions
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Assist with benchmarking and trend analysis to drive continuous improvement, elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Maintain thorough knowledge of applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Assist with developing and implementing new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume or management request
• Serve as liaison to internal/external auditors; review and implement recommended/approved procedural changes
• Contribute to the completion, evaluation, and submission of reports to senior management
• Assist with applying change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
• Provide leadership support to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
• Perform other duties as assigned

• Significant progressively responsible experience in leading and managing a multi-functional, multi-location lending operation, including operational and regulatory risks and controls, preferably for a large financial services organization
• Advanced knowledge of applicable federal and state laws, rules, and regulations that govern consumer lending
• Advanced knowledge of banking/financial industry trends, products and services
• Advanced knowledge of consumer lending industry, best practices, and automated financial systems
• Advanced knowledge of macro-economic conditions impacting the business
• Advanced knowledge of ACAPS, Loan Officer User Interface, STRATA, and Custom Scorecard
• Significant experience in managing multiple priorities independently or in a team environment to achieve goals
• Significant experience working with all levels of staff, management, stakeholders, vendors
• Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods
• Significant experience in delivering presentations to virtual and in person teams
• Significant experience in managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Advanced skill developing and implementing programs in a leadership role, providing vision and strategic thinking around a full range of technical decisions and issues
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill in producing desired results and achieving goals and objectives
• Advanced analytical/quantitative, reconciliation and deductive reasoning skills
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced problem solving, collaboration, critical thinking, team building, and presentation skills
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced leadership skills, marked by poise, positive influence, and the ability to drive change
• Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
• Advanced verbal, interpersonal and written communication skills
• Advanced word processing, spreadsheet, and presentation software skills
• Bachelor's degree in Business Administration, Finance, or related field, or the equivalent combination of education, training, and experience

• Advanced knowledge of Navy Federal's automated systems used in the Department
• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
• Master's degree in Business Administration, Finance, or related field