[Remote] Director of Sales Operations - GGL

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