Student Loan Operations Manager

Duties & Responsibilities

• Provides deep Subject Matter Expertise in the regulatory, compliance and risk management of the bank’s student loan portfolio, partnering closely with Legal and Compliance.
• Owes the Student Loan portfolio including end-to-end execution and optimization of all processes, vendor performance, and key customer interaction points including application, disbursement, reconciliation, servicing, and collections.
• Serves as key partner to Finance, supporting reconciliation and reporting, and monitoring portfolio performance, trends, and operational metrics; proactively escalating risks or issues as appropriate.
• Acts as the primary vendor management owner for third-party loan servicers and vendors, ensuring performance against service levels, quality standards, and regulatory obligations, with well-defined KPIs and transparent reporting to senior leadership.
• Collaborates with leadership to define the full scope of reporting and analytics requirements.
• Owes the development, maintenance, and governance of reporting, including proactively addressing report issues, resolving data discrepancies, and responding to cross-functional inquiries from Operations, Compliance, Finance, and Legal.
• Demonstrates strong process ownership across the student loan lifecycle by developing and maintaining comprehensive procedural documentation for loan administration and servicing.
• Drives continuous improvement, supports issue resolution and escalations, and ensures clear and effective borrower and account communications.
• Pairs in the development and documentation of policies and procedures while supporting internal communication, training, and alignment across teams.

Qualifications & Skills

• Bachelor’s degree in business, finance, or related field
• 5-7 years of progressive experience in student lending, loan operations, or related banking functions, with demonstrated end-to-end knowledge of the student loan lifecycle (origination through servicing and collections).
• Advanced experience with operational reporting, portfolio analytics, and performance monitoring
• Strong process ownership with a track record of driving continuous improvement, operational efficiency, and scalable solutions.
• Demonstrated ability to lead change and improve processes in fast-paced, high-growth environments.
• Strong collaborator with a results-oriented, client-centric mindset.
• Excellent communication and organizational skills, with a positive, energetic, and empathetic approach.