Manager, Education Lending Products

To plan, direct and manage the operations of the Education Lending branch. Evaluate pricing and product philosophy, establish communication strategies, and drive education loan growth, member engagement and retention. Implement plans to achieve growth, servicing, and loss mitigation goals and objectives. Adjust strategies to meet changing market and competitive conditions. Evaluate and adjust branch work quality, staff performance, systems, processes, and procedures to meet goals. Serve as primary liaison with Education Lending third party vendors. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors on Product team. Support executive management in developing and executing strategic plans.

• Develop branch strategy, establish priorities, and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Establish and maintain effective vendor relationships, negotiate contracts, monitor vendor performance, ensure adherence to service level agreements, and identify additional product strategies and opportunities
• Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Collaborate with internal business partners to analyze portfolio and implement relevant policies and procedures
• Lead change management efforts, cross-functional initiatives, and department/organization projects
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules, and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Collaborate with other business units and Compliance to assess and support organization risk mitigation needs by developing strategies, tactics, and quality review solutions
• Develop and monitor Annual Financial Plan for education loan products
• Provide forward thinking expertise in current and emerging trends, technologies, and practices
• Manage member experience initiatives and recommend changes to products and features to align with corporate objectives and meet lending goals
• Develop and maintain policies and procedures for the branch
• Oversee when appropriate and/or serve as liaison to internal/external auditors; review and implement recommended/approved procedural changes
• Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Maintain thorough knowledge of department automated systems, business processes, markets, financial services industry, trends, products, and services
• Prepare reports and make presentations to senior management
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Establish performance goals and priorities
  • Prepare, conduct, and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
  • Leadership Level - Supervise daily activities
• Perform other duties as assigned

• Expert knowledge of applicable federal and state laws, rules, and regulations (e.g., UDAAP, Fair Credit Reporting Act, Equal Credit Reporting Act, Electronic Fund Transfer Act, NCUA, CFPB, BSA, etc.)
• Expert knowledge of banking/financial industry trends, products, and services
• Expert knowledge of financial institution education lending practices and principles
• Advanced knowledge of data querying, reporting, forecasting, analysis, and operations research, including statistical methods and modeling
• Extensive experience with member/customer service operations to include understanding of effective member/customer service philosophy
• Extensive progressively responsible experience leading and managing a multi-functional operation in a large financial institution, including operational and regulator