Job Description

Manages departmental operations for the lending product management and lending data analytics functions, providing leadership and direction to the Lending Product Owner and the Lending Data Analyst. Ensures the lending product catalog, product roadmap, analytics deliverables, policies, projects, and operational priorities are executed accurately and efficiently while meeting federal and state requirements and credit union policies. Aligns team performance with lending and credit union goals by managing resources, monitoring team performance, coaching staff, improving processes, and directing resolution of operational, compliance, and member service issues. Oversees workflow, resource allocation, internal controls, and service delivery, proactively identifying root causes and process improvements to maintain productivity, compliance, and superior member experiences.

Engages with team members to foster accountability, professional development, trust, and a culture of integrity, while collaborating with peer managers, senior leaders, and external partners to support departmental objectives and organizational priorities.

Essential Functions

• Lead, develop, and manage the Lending Product Owner and the Lending Data Analyst, setting clear performance expectations, coaching staff, supporting performance management, and fostering a high performing, fast paced, engaged, and accountable team culture.
• Manager departmental workflow to ensure efficient, accurate, and timely delivery of lending product and analytics deliverables while maintaining compliance with all federal and state regulations, internal controls, and Credit Union policies. Promptly address operational issues.
• Ensure the effective implementation of policies, procedures, and internal control standards; monitor adherence, identify risks in processes, and escalate complex or systemic issues to senior leadership as needed.
• Develop, implement, and maintain lending product training programs, knowledge resources, and employee development initiatives to build organizational expertise, enhance performance, and support succession readiness.
• Monitor key product metrics, portfolio performance, operational KPIs, and team capacity; analyze trends to inform staffing, resource allocation, process improvements and departmental decision-making.
• Collaborate with peers, senior management, and external partners to coordinate cross-functional initiatives, achieve lending goals, share best practices, and enhance the member experience.
• Recommend and implement operational and procedural improvements, including process standardization, technology enhancements, and efficiency initiatives that support departmental goals.
• Serve as primary point of escalation for operational, compliance, and member service issues, providing guidance, resolution, and escalating systemic concerns to leadership.
• Foster a collaborative, team-oriented work environment aligned with Credit Union values, promoting professional growth, accountability, trust, and employee engagement.
• Support departmental goal achievement through coaching, performance management, recognition of team contributions, and consistent communication of priorities and expectations.
• Oversee the development and execution of the lending product roadmap and product catalog, ensuring product rates, fees, and competitive positioning align with Sunward’s vision, strategy, compliance expectations, and member needs.
• Provide direction and prioritization for lending product research, competitive analysis, and data analytics deliverables produced by the team, translating insights into practical recommendations and process improvements.

Requirements

Experience

• Minimum six years of relevant experience, including lending, product management, analytics, operations, or related financial services experience.
• Minimum three years of supervisory experience managing workflow, performance, product deliverables, projects, and people.
• Proven experience as a product leader, driving growth, process improvement, compliance, and innovation in lending portfolios within the financial services industry.

Education

• Bachelor’s degree or certification in business administration preferred or six additional years of equivalent relevant experience.

Leadership Competencies

Outcome & Results

Own your deliverables and KPIs-meet or exceed them by giving outcomes and overcoming obstacles.

Commitments

Treat W3s as promises – execute early, follow through consistently and renegotiate transparently when priorities shift. Reliability builds trust.

Business Maturity

Know your business – manage financials, operations and experiences with discipline and in full alignment with Sunward’s key results.

Growth Mindset

Be a learner not a knower – stay curious, ask questions, adapt quickly and embrace daily learning.

Preparation and Presence

Respect others by being early, prepared, and fully tuned in – never distracted or multitasking.

Feedback

Fuel growth by inviting, giving and acting on feedback – always candid, respectful and forward-focused.

Talent & Culture

Build culture through people – hire top talent, coach relentlessly, celebrate wins and manage performance though our Culture of Accountability. Model the culture and values of Sunward.

Experience and Craftsmanship

Set the bar at “the best” – deliver experiences that stand apart and never compromise on quality.

Knowledge

• Operational knowledge of lending systems, internal controls, performance measurement, compliance, resource optimization, and staff development to meet service, productivity, and quality targets.
• Knowledge of coaching practices, training principles, and performance management concepts to support employee development and team effectiveness.
• Knowledge of organizational policies, procedures, regulatory guidelines, and best practices, with the ability to interpret, implement, and reinforce standards at the team and departmental level.
• Deep understanding and ability to connect Sunward’s lending products and services to our Vision and Strategy, member expectations, operational metrics, and process improvement opportunities.

Skills/Abilities

• Ability to supervise, organize, prioritize, and schedule team workloads to meet deadlines, performance targets, and departmental objectives.
• Excellent interpersonal, relationship management, and conflict resolution skills; able to handle difficult situations professionally while maintaining the “close and caring touch” with members.
• Excellent leadership and collaboration abilities, with the capacity to gain team buy-in, coordinate with peer managers, and influence and align cross-functional teams toward shared lending product goals.
• Demonstrated strategic, analytical, and problem-solving skills, with the ability to synthesize complex data, identify root causes and emerging trends, and translate insights into actionable business strategies, operational improvements, and measurable results.
• Ability to manage departmental plans and initiatives with moderate autonomy, making routine decisions independently and escalating complex or high-impact issues to senior leaders.
• Strong written and verbal communication skills to clearly and effectively articulate product priorities and strategies, performance expectations, compliance needs, and recommendations to team members, stakeholders, and leadership.

Physical Requirements/Work Environment

• Primarily office based, requiring extended periods of sitting and computer use.
• Frequent use of hands and fingers for typing, data entry, and document handling.
• Ability to communicate clearly in person, by phone, and virtually.
• Occasional lifting or carrying of office materials or files, up to 20 lbs.
• Visual acuity for reviewing documents, spreadsheets, and digital systems.
• Work involves use of standard office equipment (computer, phone, printer, copier).
• Some exposure to moderate noise typical of a shared office or call center environment.
• May require occasional after-hours work during peak periods or deadlines.
• Adheres to confidentiality and security standards when handling sensitive member information.