The Loan Operations Conversion Lead will play a critical role in supporting the successful transition from the Horizon core system to IBS. This role is designed not only to execute key operational and technical tasks, but also to act as a strategic thought partner throughout the conversion process.

This individual will lead efforts across documentation, testing, process mapping, BOT workflow alignment, and employee readiness while also contributing to strategic discussions on staffing, performance metrics, and long-term workflow improvements. This role will collaborate closely with operations leadership, IT, automation teams, and change management stakeholders.

Key Responsibilities:

Strategic Support & Leadership Partnership

• Serve as a discussion partner to project leaders and department heads during the IBS transition.
• Offer insight and recommendations on workflow design, process changes, and long-term operational impacts.
• Participate in planning sessions, testing reviews, and cross-functional decision-making.

Employee Readiness & Change Management

• Track and support employee readiness and skill development throughout the transition.
• Support change management initiatives to promote employee adoption of new systems and processes.
• Partner with training teams to design and implement IBS-related training for impacted employees.
• Help manage internal communication plans to keep teams informed and aligned on milestones and expectations.

Systems & Process Mapping

• Lead efforts to map existing workflows from Horizon to IBS functionality.
• Collaborate with IT and operations teams to test and validate data migration and workflow integrity.
• Update internal documentation including job aids, policies, and procedures to reflect the new system.

BOT Workflow Assessment & Automation Oversight

• Assess and update BOT workflows for compatibility with IBS, resolving logic gaps or errors.
• Partner with IT to test, fix, and validate BOT performance in the new environment.

Operational Planning & Restructuring

• Support staffing or restructuring needs driven by workflow and process changes between Horizon and IBS.
• Provide mentorship to commercial servicing teams during the transition.
• Recommend enhancements to service level agreements (SLAs) to reflect improved system capabilities.

Performance & Reporting Frameworks

• Assist in developing key risk indicators (KRIs) and key performance indicators (KPIs) for the post-conversion environment.
• Partner with leadership on performance expectations, operational reporting, and service quality metrics.

Qualifications:

• 5+ years of experience in loan operations or systems/process implementation in financial services.
• Prior experience supporting core banking system conversions (experience with Horizon or IBS preferred).
• Strong understanding of commercial servicing and digital workflow automation.
• Proven ability to work across functional teams and contribute to strategic decision-making.
• Excellent documentation, project management, and change facilitation skills.
• Experience developing SLAs, KPIs, or KRIs in a regulated environment is a plus.
• Demonstrated leadership or team mentorship experience preferred.

Additional Notes:

This role is expected to span the full lifecycle of the IBS conversion project, with potential to evolve into a broader operational leadership or support role after imp