Note: The job is a remote job and is open to candidates in USA. Capital Bank, N.A. is a publicly traded company headquartered in Maryland that provides commercial and consumer banking services. They are seeking a Director of Sales Operations for Government Guaranteed Lending, responsible for overseeing the lending lifecycle and ensuring operational efficiency while enhancing customer experience.
Responsibilities
- Partner closely with Sales teams to ensure all required borrower data, documentation, and eligibility criteria are collected accurately and completely during the origination process
- Establish and enforce standardized intake processes, checklists, and documentation requirements aligned with GGL program standards (e.g., SBA, USDA, or other government-backed programs)
- Identify gaps in the sales process and implement operational controls to reduce incomplete applications, rework, and delays
- Train and support Sales teams on documentation requirements, process expectations, and compliance standards
- Serve as the primary operational bridge between customers and internal loan operations teams (Underwriting, Closing, and Servicing)
- Ensure a smooth transition from sales to underwriting by validating that complete and accurate customer packages are submitted
- Act as the escalation point for borrowers, resolving issues and maintaining high-quality customer experience throughout the loan lifecycle
- Provide proactive communication and status updates to customers, ensuring transparency and clarity
- Work with the operational teams to implement, and continuously improve operational workflows to enhance efficiency, cycle time, and customer satisfaction
- Develop and monitor key performance indicators (KPIs) related to application quality, cycle times, and operational throughput
- Drive process automation and documentation standardization where possible
- Ensure all processes adhere to government lending program requirements and internal compliance standards
- Maintain strong quality control practices to reduce errors, rework, and compliance risk
- Partner with Risk, Compliance, and Legal teams to stay current on regulatory changes impacting GGL operations
- Build, lead, and develop a high-performing operations team focused on intake, customer coordination, and process execution
- Foster a culture of accountability, customer focus, and continuous improvement
- Provide coaching, training, and performance management to ensure operational excellence
- Manages performance of the team and conducts performance reviews within the processes of the Bank
Skills
- 8-12+ years of experience in lending sales and/or operations, within government guaranteed lending (e.g., SBA 7(a), 504, USDA, or similar programs)
- Proven experience supporting or partnering with sales/origination teams in a lending environment
- Strong understanding of loan lifecycle processes, including underwriting, closing, and servicing
- Strong process design and operational improvement capabilities
- Exceptional stakeholder management and cross-functional leadership skills
- Customer-centric mindset with the ability to manage complex interactions and escalations
- Excellent communication skills (both written and verbal)
- Strong analytical and problem-solving abilities
- Microsoft office software suite (Word, Excel, PowerPoint, etc.)
- Excellent verbal and written communication skills
- Understands both the structure of loans and is experienced with directly negotiating the loan terms
- Deep knowledge of documentation and compliance requirements for government-backed loan programs
- Knowledge of Banking procedures and regulations
- Ability to travel as needed
Benefits
- Yearly annual target bonus based on individual performance
- Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more?
- Company Contributions to your 401k - Regardless of your contribution
- Employee Perks: Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
- Generous Paid Time Off and Paid Holidays - Including Paid Charity Hours to support volunteer opportunities
Company Overview
Capital Bank N.A., headquartered in Rockville, Maryland is a Maryland chartered commercial bank that offers commercial and consumer banking services to clients in the Washington D.C. It was founded in 1998, and is headquartered in Rockville, Maryland, USA, with a workforce of 201-500 employees. Its website is http://www.capitalbankmd.com.