Senior Manager Credit Operations

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Who we are:

We are seeking an experienced Senior Manager Credit Operations to build and lead SoFi Banks specialized credit operations function across residential and Commercial loans. This role will oversee complex workflows across the credit lifecycle including scenario intake underwriting exceptions condo and co-op project reviews complex residential underwriting and Commercial small-balance CRE underwriting and portfolio management.

This l functional owner will set the operating model priorities resourcing service standards KPIs KRIs and governance routines for the function. The Senior Manager will partner closely with Sales Operations Underwriting Credit Policy and Administration Risk Product Finance Legal Compliance Servicing and senior leadership to deliver sound credit judgment scalable processes clear accountability and a consistent member and business-partner experience.

The ideal candidate is a seasoned credit leader with deep expertise in residential and commercial lending particularly jumbo and portfolio underwriting HNW and UHNW borrower profiles complex refinances and small-balance CRE underwriting and portfolio management. This is an opportunity to define an important capability at the intersection of credit judgment operating design policy and member experience.

Build and lead the Credit Operations function

• Set the strategy operating model priorities and service standards for specialized credit operations across residential and Commercial loans.
• Lead day-to-day planning prioritization intake complexity tiering routing escalation paths and decision ownership for scenarios exceptions complex underwriting and project reviews.
• Establish KPIs KRIs reporting standards operating routines and quality expectations for volume aging cycle time service levels rework exception trends and capacity.
• Build the function in phases using demand complexity service levels quality and outcomes to guide staffing workforce planning and future investment.

Lead complex residential underwriting scenarios and exceptions

• Oversee jumbo portfolio high-balance high-LTV and other non-conforming transactions including complex refinances and cash-out refinance structures.
• Guide decisions involving HNW and UHNW borrowers complex liquidity and reserves asset depletion RSU and equity compensation self-employed and business income complex tax returns trusts or LLCs where permitted and layered risk.
• Own the front door for residential scenarios from Sales and Operations providing early guidance on credit viability structure documentation risks and likely escalation requirements.
• Operationalize exception reviews with clear intake requirements recommendation packages approval routing decision tracking and recurring-theme analysis.

Lead Commercial small-balance CRE underwriting and portfolio management

• Lead small-balance CRE underwriting and portfolio management across origination credit administration annual reviews renewals modifications portfolio monitoring and borrower management.
• Oversee borrower and guarantor analysis property cash flow leverage debt service liquidity structure collateral repayment sources and other core elements of small-balance CRE credit.
• Set quality and turnaround standards for deal preparation financial statement spreading and analysis annual reviews renewals modifications and other portfolio-credit activities.
• Partner with Commercial relationship managers the CRE Development team portfolio managers credit officers and business leaders to improve submission quality portfolio discipline and borrower outcomes.
• Monitor portfolio performance credit quality concentrations collateral trends and emerging risks; escalate material credit operational compliance or servicing matters promptly.

Lead condo and co-op project reviews

• Lead the specialized condo and co-op project review function when agency or government approval is unclear lender review is required or portfolio lending is being considered.
• Oversee documentation eligibility curability risk evaluation conditions overlays escalation recommendations and decision tracking for non-warrantable projects.
• Create review standards decision guides checklists training and escalation triggers that improve consistency for Operations and Underwriting.

Connect Credit Operations to Credit Policy and Administration

• Create the feedback loop from scenario requests exception themes underwriting outcomes and condo and co-op reviews into Credit Policy and Administration.
• Partner on guideline updates overlays decision guides training and implementation so operational learnings are incorporated into the broader credit framework.
• Capture recurring questions ambiguous guidance documentation gaps and precedent themes; translate them into policy clarification process improvements product requirements or targeted training.
• Maintain clear traceability from the initial request through the decision escalation policy response and change-management outcome.

Partner across the business and develop the team

• Build trusted partnerships with Sales so complex borrowers receive timely clear and commercially practical guidance before significant origination effort is incurred.
• Partner with Operations and the second line of defense on intake quality handoffs service levels documentation expectations escalation triggers and the routing of routine versus specialized work.
• Align with Credit Decisions and Insights Product Valuation Default Capital Markets Servicing Legal Compliance Finance and other control partners when work crosses functions.
• Hire coach and develop a team that values disciplined judgment constructive challenge responsiveness documentation quality and shared accountability across Home Loans and Commercial.
• Lead responsible use of AI-enabled research and decision-support tools within a human-in-the-loop control model; use workflow data and recurring questions to improve knowledge and consistency.

• Deep experience in residential lending and commercial lending including mortgage credit secured lending commercial real estate lending commercial credit portfolio management underwriting or credit administration.
• Strong understanding of jumbo and portfolio underwriting complex refinances high-LTV transactions non-conforming credit and specialized borrower profiles.
• Experience evaluating HNW and UHNW borrowers including complex liquidity and reserve structures asset depletion equity compensation self-employed income complex tax returns and layered risk.
• Experience leading small-balance commercial real estate underwriting and portfolio management including borrower and guarantor analysis property cash flow leverage debt service liquidity collateral structure and portfolio monitoring.
• Ability to solve highly complex credit and operational problems exercise sound judgment in ambiguity and make recommendations with clear rationale and disciplined escalation.
• Experience building operating models managing workflows and resourcing and developing KPIs KRIs credit quality metrics portfolio reporting and management-level updates.
• Strong understanding of bank credit policy risk appetite portfolio governance regulatory expectations audit readiness controls and consistent execution.
• Ability to influence senior leaders Sales Operations Credit Policy Underwriting and control partners without relying solely on formal authority.
• Demonstrated experience leading teams through growth process improvement modernization or operating-model change.
• Strong discipline around documentation policy adherence fair-lending awareness governance and responsible use of technology in credit decision support.

• 12 or more years of experience in residential mortgage underwriting commercial lending commercial real estate credit credit risk portfolio management or a related financial services discipline including at least 5 years of underwriting leadership or credit team management experience.
• Significant experience leading residential and commercial credit underwriting portfolio management credit administration exceptions scenario management or a comparable specialized credit function preferably within a regulated bank or financial institution.
• Deep experience underwriting or overseeing jumbo and portfolio transactions including complex refinances and cash-out refinances.
• Experience evaluating HNW and UHNW borrowers and complex sources of repayment liquidity reserves asset depletion equity compensation self-employed income and layered risk.
• Experience leading small-balance commercial real estate underwriting and portfolio management including deal preparation financial statement spreading annual reviews renewals modifications and portfolio monitoring.
• Experience with condo and co-op project eligibility non-warrantable projects lender reviews or portfolio project-risk assessment.
• Experience managing day-to-day operations planning prioritization execution resourcing service levels and capacity for a team or function.
• Experience modernizing credit policies underwriting standards operating procedures reporting frameworks controls governance routines or decision-support tools.
• Experience leading teams developing talent and managing individual contributors specialized underwriters analysts portfolio managers or other credit professionals.
• Familiarity with bank regulatory expectations audit loan review fair-lending oversight regulatory exams credit loss forecasting or enterprise risk management.