Senior Manager - Enterprise Loan Operations

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Preposition

• We are looking for a highly motivated, analytical, and resourceful Senior Manager who can support FCB’s growth.

• You bring your real self to work, and you live our values - trust, teamwork, and accountability

Job Details

• Position Title: Senior Manager – Enterprise Loan Operations

• Career Level: L2

• Job Category: Assistant Vice President

• Role Type: Hybrid

• Job Location: Bangalore

About the Team:

The Enterprise Loan Ops team is a group of dedicated professionals who ensure clean, reliable and accurate business data within the bank. Our values drive everything we do. Join us and make a meaningful impact on your career.

Impact

In this role you will be responsible for providing professional, timely and efficient service to FCB client requests through the processing of ensuring data quality. You will do this by proactively driving and contributing to First Citizens vision of clean, reliable and accurate business data. Loan Operations involves the onboarding, servicing and maintenance of loans for the bank and for the other participant banks. You will be required to review system generated tasks to identify relationships; perform maintenance request to update record attributes as needed. At times provide support of user acceptance testing for data remediation projects. You will work with colleagues and management to improve the quality of client service delivered to our clients.

Key Deliverables

• Lead a team of talented individuals on the Loan Operations process within First Citizen India

• Support Bank’s first line of defense initiatives through team’s adherence to company policies and procedures

• Sets team performance/behavior expectations and holds team accountable.

• Provide Performance coaching and guidance to inspire, improve and enhance performance to the next level.

• promote a control and process improvement mindset through innovation. Identify and support scalability and efficiency at the right margins

• Foster an environment of accountability, learning and growth across the team. Provide strong thought leadership and analytical skills on how best to approach or solve a situation

• Ensure self and team members work within established procedures, processes and/or regulatory guideline.

• Proactively identify opportunities that are going to improve the business, processes, client experience or team’s performance; Recommendations are vetted with key stakeholders and/or business partners as well as their leadership

• Provide operational support to clients & business partners consistent with the bank policy & procedures

• Ensure all operational risk/issues are identified and mitigated appropriately and proactively

• Build relationships with teams/partners and other internal clients and collaborates to resolve issues

• Evaluate and monitor data quality, integrity, accuracy and consistency in identifying and reporting anomalies. Understand internal data flows.

• Prioritize work to meet service level agreements for various lines of business. Ensure team identify and escalate issues or situations in a timely manner to determine nature of the problem to identify a feasible solution for client.

• Compliance with all First Citizen Bank regulatory training and ensure these programs and policies are applied consistently across the business. Personally responsible for compliance with all such regulatory and governance programs. Display clear understanding of key risk in processing and aid in identifying and driving implementation of solution.

• Accountability for understanding and adhering to bank policies, procedures, legal and compliance are critical in this role. Ensure that adequate operations controls are implemented, risks are mitigated, and processes are compliant with regulatory requirements

• Aid in cross training the team to obtain synergy. Conduct impact analysis, ensure procedural documentations and process flow chart updates with change management. Effectively manage the key metric reports.

Skills and Qualification

Functional Skills:

• Demonstrated expertise of bank products, loan systems (Loan IQ/ACBS/FlexCube/ALS etc.) regulations, processes, and procedures; may require expertise of more than one group of operational functions

• Demonstrated Commercial/General Banking Lending Operations experience which includes, but is not limited to the Boarding, Funding and Servicing of Commercial Loans

• Demonstrated knowledge of the associated processes, procedures, controls, and documentation associated with Commercial Loans

• Proven expertise of bank products, regulations, processes, and procedures; may require expertise of more than one group of operational functions.

• Demonstrated knowledge of the associated processes, procedures, controls, and documentation within deposit and operations

• Strong ability to multi-task, handle high volumes, and support cross-functional teams.

• Excellent written and verbal communication skills with ability to convey information.

• Solid networking skills, strong ability to establish relationships with internal clients. Strong attention to detail

• Critical thinking with the awareness to know when to challenge or question.

• Able to work in a transforming environment and be an ambassador for change.

• Skills for creating process and procedures.

• Proactively highlight threats & compliance issues to the management in a timely manner.

• Successfully meet tight SLAs as required by the operational management requirements.

• Strong critical thinking and problem-solving skills.

• Strong Leadership acumen and motivator with ability to influence at all levels.

• Ability to drive initiatives globally.

• Management experience, team building experience.

Education and Experience:

• Candidates who are passionate about Loan Operations, QC/QA, Servicing, Governance & willing to work in the US Shift.

• MBA or advanced degree or relevant professional certification preferred.

• At least 12-14 years of prior work experience within Loan Boarding, Loan Servicing, Quality control or Quality Audit process at any global bank.

• Setting client expectations, identifying risk & following through with our internal partners are critical for this role.

• Proficiency in MS products (CRM, Outlook, PowerPoint), database apps, workflow platforms &/or analytics tools, is a plus.

• Proven knowledge of bank, compliance or investment terminology or products is preferred.

• Have a strong ability to multi-task and handle multiple requirements from internal stakeholders effectively.

• Ability to work in a structured, high volume, time-sensitive and high-risk environment.

• Have a solid functional overview of various teams, processes & stakeholders from connected departments.

• Be able to independently solve/support requirements across all connected teams.

• Highly adaptable and resilient, must be open to new ideas and willing to support fluid workflows.

• Manage time effectively while driving the above responsibilities diligently.

• Escalation handling, clarifying questions and participating in projects within the team

Technical/Business Skills:

Data Analysis & reporting

a. Excellent analytic and reporting skills

b. Expertise in MS Office tools

c. Power Automate/Power BI

d. AI tools knowledge will be an added advantage

Leadership Qualities

Strategic Leadership & Vision

• - Drives long-term goals aligned with organizational growth

• - Identifies emerging trends and translates them into actionable business strategies

• - Champions innovation and continuous improvement across teams

People-Centric Management

• - Fosters an inclusive and collaborative team culture

• - Recognizes and celebrates team contributions to boost morale and engagement

• - Builds trust through transparent communication and active listening

Execution Excellence

• - Demonstrates sharp decision-making under pressure

• - Delegates effectively while maintaining accountability and team readiness

• - Applies structured frameworks such as Lean Six Sigma to optimize operations

Communication & Influence

• - Crafts compelling messages for diverse audiences—internal stakeholders, clients, and leadership

• - Leads cross-functional collaboration through thoughtful stakeholder engagement

• - Resolves conflicts constructively, turning challenges into opportunities

Mentorship & Development

• - Provides constructive feedback to enable professional growth

• - Coaches team members to unlock potential and prepare future leaders

• - Invests time in nurturing a culture of learning and resilience

Relationships & Collaboration

• Reports to: Associate Director, Banking Operations

• Partners: Onshore teams and various business lines

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Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.