Director of Servicing

Student & Consumer Lending

Program Manager
Are you eager to learn and grow your skills, with a drive to succeed, a sense of urgency, and a passion for the work? As Director of Servicing you will play a critical role in the management of third-party Loan and Credit Card servicing partners. You will define critical success factors and performance management protocols to measure and analyze partner performance.  You will also act as the primary contact point for support and integration of the services with our lending and financial services programs. Your key focus area would be communicating requirements, best practices, delivery standards and vendor performance expectations and overseeing accurate, on-time delivery and implementation, performance, and quality of service.  You will also support all vendor and key partner contract activities, lead contract negotiations and renewals, and collaborate with lines of business to ensure that all terms and pricing agreements made in the negotiation process are built into the contract and conform to standards. This position can be hybrid or remote with quarterly travel.

Key Responsibilities:
  • Work closely with company leadership to ensure vendor contracts are structured with the appropriate risk provisions and mechanisms to ensure the suppliers performance is meeting the company’s business objectives within the agreed schedules 
  • Ensure the cross-functional requirements of key internal stakeholders as well as bank and financing partners are properly captured and described in the servicing guidelines or any operational procedures of the third-party vendors 
  • Establish and maintain a strong working relationship with the key servicing vendors to ensure internal policies, objectives, and product requirements are correctly implemented 
  • Provide oversight to ensure that all new products and services are onboarded with servicers in accordance with program guidelines and servicing guidelines in place with the servicer 
  • Standardize the vendor performance management process, including service agreements, scorecards, financial targets, and compliance monitoring of the vendors. Lead business oversight of overall performance analytics to ensure the right business partners getting the right business insights 
  • Establish regular cadence and QBRs with key vendors to provide feedback, maintain relationships, track, and measure KPIs, and manage business risk 
  • Translate operational challenges and requirements into structured problem statements, requirements, and initiatives to be implemented at supporting vendors 
  • Maintain ownership of vendor evaluations and/or any RFP processes, as well as lead or support contract and SOW negotiations while collaborating with business leaders to review new contracts, contract renewals and statements of work, to ensure they meet the needs of the organization, protect business assets, and comply with existing master services agreements 
  • Collaborate with the legal/compliance and operations teams to coordinate the mitigation of any regulatory or escalated consumer-initiated, servicing-related complaints, issues, or findings 
Ideal Background:
  • Bachelor’s degree in in Business, Finance, Economics, or closely related fields 
  • 8+ years in consumer lending, student lending, or consumer facing financial services 
  • Work experience with account servicing organizations supporting banking or financial products 
  • Experience in technology sourcing and vendor management functions 
  • Experience working in a fast-paced environment and in a role that requires influencing across different levels in the organization (internal and vendors) and cross functional teams (legal, finance, risk management etc.) and successfully managing competing priorities 
  • Experience with vendor legal agreements, program implementations, process improvement, and compliance monitoring 
  • Excellent understanding of measuring performance through metrics, and KPIs with the ability to hold vendors accountable 
  • Exceptional communication skills and savvy interpersonal skills with an established ability to take initiative and build productive relationships between internal stakeholders and vendors
Remote, US
Principal Consultant:
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R&P Group is an executive search firm specializing in credit card recruiting, commercial credit card recruiting, payment processing recruiting, fintech recruiting, card sales recruiting, and prepaid card recruiting. R&P Group's relationship-oriented approach, due diligence and personalized service have led to many long-term clients, both with employers and candidates. R&P Group is based in Sioux Falls, SD and has clients all over the United States.