Mortgage Servicing Process Optimization Lead

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

The Default Servicing Process Optimization Lead will be responsible for driving operational excellence, process transformation, and governance effectiveness across the mortgage default servicing organization. This role partners closely with Servicing Operations, Risk, Compliance, Technology, Finance, Legal, Vendor Management, and Executive Leadership.

The ideal candidate combines expertise in operational excellence, process engineering, governance, change management, and project leadership within complex mortgage servicing and regulatory environments. This includes deep experience across foreclosure, bankruptcy, collections, loss mitigation, and REO operations, while leveraging automation, analytics, AI-enabled solutions, and operational best practices to modernize servicing processes and improve business performance.

Responsibilities

• Process analysis: Conduct comprehensive SWOT, operational, and gap analyses to identify strategic opportunities, operational risks, and process improvement initiatives.  
• Technology tools and applications: Evaluate emerging technologies and operational best practices to support scalable, future-state servicing operations. Champion the use of AI-enabled capabilities, predictive analytics, workflow intelligence, and automation tools. 
• Change management: Lead operational excellence and strategic initiatives focused on improving efficiency, scalability, effectiveness, customer and employee experience, and regulatory compliance.  Includes small to large-scale initiatives. Manage initiatives through all phases of the project lifecycle including employee readiness.
• Performance tracking: Develop and implement standardized operating models, governance routines, escalation protocols, KPI/KRI frameworks, and servicing performance scorecards. Analyze industry trends, metrics, audit findings, customer impact indicators, and performance data to proactively identify opportunities. 
• Reporting: Develop and deliver executive-ready presentations, business cases, implementation roadmaps, and operational recommendations supporting enterprise decision-making. 
• Cross-functional leadership and collaboration: Effectively partner with business, technology, analytics, data, and operations teams to identify and implement solutions. Work effectively with all levels of personnel.  
• Perform other duties as assigned. 

Qualifications

• Bachelor’s degree in Business, Operations, Information Systems, Finance, or related field; MBA preferred.
• 7+ years of experience in mortgage servicing, default servicing, operational excellence, business transformation, and/or process optimization. 
• Experience leveraging operational analytics, automation solutions, AI-enabled technologies, and process modernization initiatives. 
• PMP, Lean Six Sigma, Operational Excellence, or related certifications preferred. 
• Advanced proficiency in Excel, process mapping tools (Visio or equivalent), and operational reporting platforms. 
• Excellent written, verbal, executive presentation, and stakeholder management skills. 

Applicants must have legal authorization to work in the United States.  We do not offer visa sponsorship at this time.  

Compensation