Vice President, HELOC Servicing Program

Summary

The Vice President, HELOC Servicing Program provides strategic leadership, governance, and cross-functional oversight for the end-to-end HELOC servicing program across the full loan lifecycle, including loan boarding, servicing, customer support, default management, loss mitigation, payoff, and liquidation activities. Serving as the primary business leader for the HELOC servicing program, this role is accountable for establishing program strategy, governance frameworks, operational readiness, performance oversight, and regulatory alignment to support organizational objectives, client commitments, and customer outcomes.

The Vice President partners closely with Operations, Technology, Compliance, Risk, Legal, Finance, Product, Training, and external vendors to provide governance, oversight, and strategic coordination across servicing initiatives, portfolio boarding, conversion and transfer activities, and business and technology enhancements impacting the HELOC portfolio. Working collaboratively with functional leaders, the role helps ensure HELOC program objectives, servicing performance expectations, governance standards, regulatory requirements, risk management expectations, and client commitments are consistently achieved. The VP maintains a comprehensive view of HELOC servicing requirements, risks, dependencies, decisions, and readiness activities, facilitating alignment, executive decision-making, issue resolution, and transparency across stakeholders to support successful program outcomes.

Additionally, the Vice President establishes and oversees program-level performance expectations through service level agreements (SLAs), key performance indicators (KPIs), operational and quality metrics, and key risk and control indicators. In partnership with functional leaders, the role monitors overall program health, facilitates the resolution of cross-functional issues and risks, and promotes continuous improvement opportunities to enhan