Director, Servicing Enablement Job at GoodLeap

Job Description

The Director, Servicing Enablement, is responsible for leading the execution and integration of servicing strategies across all GoodLeap products, including Loans, TPO, and future product launches. This role ensures that Servicing is operationally prepared, technically aligned, and scalable across internal teams and third-party sub-servicers. This role serves as the execution authority for servicing-related product updates, business changes, system enhancements, and new product implementations. The Director must have a deep understanding of servicing processes, system architecture, sub-servicer models, and regulatory requirements in order to translate business objectives into executable servicing solutions. This role functions as the connective layer between Product, Technology, Compliance, Capital Markets, Core Operations, and sub-servicers to ensure seamless delivery of servicing capabilities across the enterprise.

Job Responsibility

Lead servicing readiness and execution for all new products introduced to the servicing platform
Develop deep expertise in GoodLeap servicing processes, system configurations, and sub-servicer integrations
Serve as executive servicing lead for cross-product initiatives
Ensure servicing design aligns with product intent, regulatory requirements, and operational scalability
Provide formal servicing sign-off prior to product or system deployment
Own the intake, prioritization, and execution of servicing -related business requests and enhancements
Direct implantation of product updates, policy and pricing changes, or structural modifications impacting servicing
Ensure structured impact assessments, documentation, testing and deployment validation
Maintain enterprise servicing change in governance framework and documentation repository
Oversee post-implementation validations to ensure operation and system integrity
Lead complex, cross-functional initiatives involving Product, Engineering, Compliance, Risk, and Operations
Establish clear RACI structures for servicing execution across internal teams and sub-servicers
Ensure alignment on timelines, dependencies, and deliverables
Present program updates to executive leadership, including risks and mitigation strategies
Drive accountability across stakeholders for timely and accurate execution
Ensure sub-servicers are operationally prepared to support product updates and servicing enhancements
Direct execution requirements to vendors related to system updates, workflow changes, and process modifications
Oversee implementation planning and readiness validation with servicing partners
Ensure vendor integrations align with GoodLeap servicing architecture and data requirements
Maintain comprehensive documentation of servicing process maps, system flows, and integration points
Identify scalability risks and design structural process improvements
Standardize servicing frameworks across product lines to reduce complexity and fragmentation
Partner with Core Servicing Operations leadership to ensure seamless transition from enablement to execution.

Requirements

Minimum of 10+ years of experience in project and operational management, preferably within financial services, loan servicing, or a similar industry
Deep understanding of servicing lifecycle processes, system configurations, and sub-servicer operating models
Proven ability to manage multiple complex projects simultaneously, with a track record of delivering on time
Strong understanding of loan servicing processes, including billing, collections, and regulatory compliance
Excellent verbal and written communication skills, with the ability to clearly convey project goals, expectations, and progress to stakeholders at all levels
Strong interpersonal skills, with the ability to build and maintain relationships with internal teams, senior leaders, vendors, and sub-servicers
Advanced proficiency with computer functions with MS office suite strongly preferred
Demonstrated leadership abilities, with experience in guiding cross-functional teams and managing stakeholder expectations
Ability to motivate teams and drive collaboration in a fast-paced environment
Ability to adapt to changing priorities and work under pressure to meet tight deadlines
Flexibility to manage projects that span different time zones and involve international stakeholders
Ability to translate strategic objectives into operational execution plans
Strong documentation and process design skills.

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Director, Servicing Enablement

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