Vice President, HELOC Servicing Program

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 enhance servicing effectiveness, strengthen controls, improve customer outcomes, and ensure adherence to regulatory, investor, client, and organizational requirements. Essential Job Duties and Responsibilities : Provide end-to-end program leadership and governance for HELOC servicing across the servicing lifecycle. Serve as the business lead for the HELOC servicing program, coordinating across functional areas while business leaders retain accountability for execution and performance within their organizations. Maintain an integrated view of HELOC requirements, business decisions, dependencies, risks, readiness, and performance. Partner with Technology, Product, Compliance, Risk, Legal, Finance, and Operations to define requirements, resolve cross-functional decisions, and implement servicing solutions. Establish and maintain the HELOC servicing operating model, including functional ownership, business rules, handoffs, escalation paths, governance, metrics, and reporting. Drive continuous improvement and coordinate ongoing servicing enhancements, product changes, system changes, and new requirements to improve efficiency, quality, controls, and customer experience. Coordinate development and maintenance of HELOC policies, procedures, operational documentation, and business controls with accountable functional areas. Lead organizational and operational readiness, including staffing/resource planning, communications, training, change management, and transition activities. Serve as the primary cross-functional business liaison with vendors, strategic partners, and key stakeholders supporting HELOC servicing. Coordinate ongoing servicing enhancements, product changes, system changes, and new requirements following launch. Provide program coordination across key HELOC servicing capabilities, including: Loan boarding, conversions, and servicing transfers Product/account servicing rules and draw/available credit management Payments, ACH, cash management, payoffs, and paydowns Variable rates,