Loan Operations Manager - Financial Control & Quality Assurance

Rockland Trust is currently seeking a Loan Operations Manager - Financial Control & Quality Assurance to lead, direct, and coordinate servicing, reporting, and financial control activities within our Loan Operations business unit. This role is responsible for developing a high-performance team focused on delivering exceptional service to both internal and external customers. The ideal candidate will support strategic lending initiatives while driving continuous process improvement and cultivating a culture of learning and collaboration.

Key Responsibilities

• Manage daily loan operations across loan portfolios, including:
  
  
  
  • Commercial, business, consumer, home equity, and residential mortgage loans
  • General loan servicing, back-to-back swaps, FX transactions
  • Asset-based lending, floor plan, business credit cards
  • General ledger and DDA reconciliations
  • Loan-related reporting (e.g., New Market Tax Credit, delinquency, non-performing assets, SBA 1502)
  
  
• Collaborate with Finance partners on loan-related transactional, general ledger, and financial reporting initiatives and problem-solving.
• Manage daily/monthly General Ledger reconciliation process and DDA accounts associated with servicing the Bank's loan portfolio, both owned and serviced for others in accordance with accounting policy.
• Responsible for transaction exception processing including unposted and unapplied payment accounting in accordance with applicable regulation.
• Ensure compliance with federal and state regulations including:
  
  
  
  • RESPA (Regulation X), TILA (Regulation Z), SCRA, CRA, GLBA, FACT Act, UDAPP, Biggert-Waters Act, etc.
  
  
• Manage daily Quality Control processes providing oversight and performance feedback aligned with KPI and KRI criteria and industry best practices.
• Provide operational financial workflow guidance, system integrations, and technology enhancements.
• Monitor and report Loan Operations expense to plan monthly results to Loan Ops leadership team.
• Maintain system functionality and data integrity within:
  
  
  
  • FIS Horizon Core, Stucky ABL, and BASE 2000
  
  
• Interpret complex loan documentation to ensure accurate system entry and servicing.
• Monitor operational performance against Service Level Agreements (SLAs).
• Collaborate with lending units and other departments to enhance customer experience and ensure compliance.
• Establish and track Key Performance Indicators (KPIs) aligned with business goals.
• Assist in annual budget preparation and conduct variance analysis throughout the year.
• Promote a positive and collaborative work environment with a focus on team development.
• Stay current with regulatory changes, especially those impacting bank holding companies over $10B.
• Partner with the Finance Department on loan accounting, including purchased credit impaired loans.
• Review internal reports and data models to ensure accuracy and completeness.
• Lead, coach, and mentor team members, fostering career development and cross-functional exposure.

Required Qualifications

• Education: Bachelor's Degree required
• Experience:
  
  
  
  • 5+ years of experience in banking operations
  • At least 2 years in a managerial or leadership role
  
  
• Skills & Knowledge:
  
  
  
  • Strong understanding of Financial Accounting Standards (ASC 310 and related guidance)
  • Familiarity with federal and state banking regulations
  • Advanced proficiency in Microsoft Office Suite
  • Experience with FIS Horizon Core Banking System preferred
  • Excellent communication skills across all levels of management
  • Strong business acumen and strategic thinking
  • Proven leadership and talent development skills
  
  

At Rockland Trust, we believe that being a great place to bank starts with being a great place to work. When our colleagues are valued and cared for, they're empowered to make a difference for our customers and communities.

As one of The Boston Globe's "Top Places to Work" for the past fourteen years, we know that finding the right people is just the beginning. Through competitive benefits, enriching development opportunities, and a respectful and collaborative culture, we've built a workplace that enhances our colleagues' lifestyle and inspires them to reach their full potential.

For over 116 years, we have been dedicated to strengthening the neighborhoods we live in and serve. Rockland Trust offers a wide range of banking, investment, and insurance services to help individuals and businesses work toward their financial goals with more than 120 branches located throughout Massachusetts, as well as commercial banking, investment management offices, and residential lending centers across Massachusetts and Rhode Island.

Rockland Trust is the Bank Where Each Relationship Matters. In pursuit of that promise, we foster a respectful and inclusive work environment where everyone is given the chance and resources to succeed.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law. Additionally, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.