[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.ResponsibilitiesPartner closely with Sales teams to ensure all required borrower data, documentation, and eligibility criteria are collected accurately and completely during the origination processEstablish 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 delaysTrain and support Sales teams on documentation requirements, process expectations, and compliance standardsServe 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 submittedAct as the escalation point for borrowers, resolving issues and maintaining high-quality customer experience throughout the loan lifecycleProvide proactive communication and status updates to customers, ensuring transparency and clarityWork with the operational teams to implement, and continuously improve operational workflows to enhance efficiency, cycle time, and customer satisfactionDevelop and monitor key performance indicators (KPIs) related to application quality, cycle times, and operational throughputDrive process automation and documentation standardization where possibleEnsure all processes adhere to government lending program requirements and internal compliance standardsMaintain strong quality control practices to reduce errors, rework, and compliance riskPartner with Risk, Compliance, and Legal teams to stay current on regulatory changes impacting GGL operationsBuild, lead, and develop a high-performing operations team focused on intake, customer coordination, and process executionFoster a culture of accountability, customer focus, and continuous improvementProvide coaching, training, and performance management to ensure operational excellenceManages performance of the team and conducts performance reviews within the processes of the BankSkills8-12+ 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 environmentStrong understanding of loan lifecycle processes, including underwriting, closing, and servicingStrong process design and operational improvement capabilitiesExceptional stakeholder management and cross-functional leadership skillsCustomer-centric mindset with the ability to manage complex interactions and escalationsExcellent communication skills (both written and verbal)Strong analytical and problem-solving abilitiesMicrosoft office software suite (Word, Excel, PowerPoint, etc.)Excellent verbal and written communication skillsUnderstands both the structure of loans and is experienced with directly negotiating the loan termsDeep knowledge of documentation and compliance requirements for government-backed loan programsKnowledge of Banking procedures and regulationsAbility to travel as neededBenefitsYearly annual target bonus based on individual performanceComprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more?Company Contributions to your 401k - Regardless of your contributionEmployee 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 opportunitiesCompany OverviewCapital 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.