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Manager of Service Provider Oversight – Relationships


As of: July 2022

Position Summary

The Manager of Service Provider Oversight – Relationships (“Manager”) reports directly to the Senior Vice President, Director of Deposit, Card, and Loan Operations and is responsible for all aspects of the day-to-day oversight, supervision, and management of designated Service Providers that support Mode Eleven Service’s (“Mode Eleven”) banking-as-a-service and payments platforms. The Manager’s primary responsibilities are risk management and relationship management which includes ongoing reviews of the Service Providers’ services, product offerings, compliance, finance, policies and procedures, vendor management, and technology. The Manager coordinates directly with their peer within the Service Provider Oversight Dept, the Manager of Service Provider Oversight – Accounting, and is supported by each respective department within the Bank and third-party resources (i.e. outside legal counsel) required to manage the Service Providers and their applicable functions. 

Primary Responsibilities

    • Primary point of contact for each assigned Service Provider to maintain a balanced approach to managing the risk with the Service Providers and the overall relationship.
    • Assist in the development and implementation of relationship-based oversight program that complies with Mode Eleven’s third-party risk management program for Service Providers that for provides ongoing oversight, program and product testing, reviews, and monitoring with a focus on risk and compliance.
    • Coordinate with applicable Bank departments to perform risk assessments on Service Providers and use the assessments to drive the oversight strategy and manage the various risks to the Bank.
    • Organize and facilitate periodic reviews of Service Providers by working closely with each respective department that is required (or third party) for ongoing oversight, program and product testing, reviews, and monitoring.
    • Plan and conduct periodic risk-based targeted and annual site visits in collaboration with other Bank departments to review and audit the Service Providers’ adherence to the established agreement(s) and applicable regulations.
    • Ensure all required reporting from Service Providers is received timely and reviewed by the respective Bank personnel.
    • Compile and present reports from periodic reviews and site visits to management showing Service Providers’ performance including KPIs, KRIs, and SLA’s.
    • Regular interaction with each assigned Service Provider to identify, track and review progress related to any issues, opportunities, and contractual requirements.
    • Review, analyze, and report to management, as applicable, customer complaint information in order to understand customer concerns, identify potential issues and seek opportunities to improve the Service Providers’ services.
    • As applicable, work with legal counsel to review and approve all relevant information, e.g. policies, procedures and customer facing documentation.
    • Support management and team members in regulatory exams and internal and external audits.
    • Support business development and relationship management efforts in onboarding of new Fintech Platforms (a.k.a. third-party service providers) and Programs.
    • Other duties as assigned.

Required Skills and Experience

    • Self-starter, assertive, detail-oriented professional with excellent written and verbal skills.
    • Demonstrated decision making skills.
    • Highly organized and able finish assigned projects.
    • Bachelor’s degree and a minimum of 5 years of finance related experience, or related Master’s degree with 3 years of finance related experience, primarily focused on operations, risk and relationship management.
    • Strong knowledge of third-party risk management, particularly related to consumer and commercial bank card and marketplace lending products.
    • Good interpersonal skills, including the ability to work well in a team or individually.
    • Experience dealing with regulators (OCC, FDIC) is highly desired.
    • Strong knowledge of the current banking regulatory environment is required.
    • Ability to analyze complex issues and identify and drive strategic solutions.
    • Skill in coordinating with other departments to accomplish mutual goals between the Mode Eleven and its Service Providers.
    • Excellent project management skills


      • Commensurate with experience and qualifications.