Description

We are seeking a detail-oriented and proactive Operations Support Manager to lead a team of analysts supporting day-to-day operations within Commercial Loan Servicing. This role is critical to ensuring smooth production support, issue resolution, and operational readiness across core systems and processes. The ideal candidate will bring strong leadership, cross-functional collaboration, and process improvement capabilities to help standardize and scale our support model.

Responsibilities

• Manage and coach a team of support analysts in the day-to-day support of Commercial Loan Services.

• Assign and monitor daily support tasks, ensuring balanced workloads and timely resolution.

• Act as a subject matter expert and escalation point for complex issues and inquiries from operations, business partners, risk, compliance/audit, and technology.

• Interface with Risk, Compliance, and Audit teams to address requests, questions, and issues related to servicing operations and technologies.

• Implement and manage a case management system to track support requests.

• Develop and document standardized support procedures and extend the model across other Commercial Operations areas.

• Partnering with IT, coordinate diagnosis and resolution of system issues for core commercial loan servicing technologies: AFS Vision, FIS ACBS, and loan boarding systems.

• Coordinate upgrades and patches of core commercial loan servicing systems, loan boarding systems, and other operations-owned technologies.

• Manage system access approvals, periodic reviews, and compliance with internal controls.

• Identify opportunities to streamline and automate operational processes and support the implementation of automations as needed.

• Contribute to small-scale projects, new business build-outs, and operational readiness planning.

• Develop and implement an analyst cross-training program that enables clear career progression and professional development.

• Foster a culture of accountability, continuous learning, and operational excellence.

This is a hybrid position located at 5555 Cleveland Ave, Columbus, Ohio.

Qualifications

Required

• 10 or more years of experience in commercial loan servicing, operations support, or related financial services roles.

• Bachelor’s degree or 14 years of commercial loan servicing, operations support, or related financial services roles in lieu of bachelors degree.

• Experience with managing business analysts and production support teams.

• Experience with commercial loan servicing systems and middleware tools.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access, Visio).

Preferred

• Strong working knowledge of AFS Vision and/or FIS ACBS loan accounting systems is highly desirable.

• Experience working in a production environment under time constraints and strict deadlines.

• Ability to interact with internal and external customers to achieve positive results while working in a fast-paced, production environment

• Demonstrated experience resolving operational issues and improving processes from within commercial banking operations.

• Excellent communication and stakeholder management skills.

• Experience with project management tools (e.g., JIRA, Confluence, MS Project) is a plus.

• Experience with case management systems and process documentation preferred.

• Critical thinker, very organized, ability to resolve problems independently, work with a sense of urgency while maintaining strong attention to detail.

#LI-Hybrid

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters:  Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.