Senior Relationship Manager

X - (Do Not Use) Operations Sales and Service Cottonwood Heights, Utah Claymont, Delaware


Description

At SoFi, you’ll become part of a new kind of finance company whose ambition is to help our members achieve financial independence and reach their goals. We aim to be at the center of our members’ financial lives, and to help every member get their money right. We created student loan refinancing, addressing the biggest financial challenge of a new generation through a modern approach to lending and personal finance. Next we expanded our products and services across loans, wealth management, and insurance. SoFi Money—a modern take on a checking or savings account--is our newest innovation and disruption to the financial services industry. SoFi has achieved significant growth, with ambitious plans ahead, but to continue this growth we need great talent. And that starts with you.

This leader needs to have a passion for the value of this product to our Members, the ability to communicate that value and the desire to optimize our delivery effectiveness via an outsourced ecosystem. They should be able to execute across multiple delivery channels and have the knowledge of how our partners impact our Members experience and product performance. They should develop sufficient success metrics and risk analysis that allow SoFi to depend on our partners with the confidence we are measuring performance at all levels and across the entire delivery chain.  The Sr. RM will be responsible for building successful relationships with First Data and other payment-oriented service providers. Additionally, the role will require a broad understanding of the processing and servicing environments which support a credit card product. The ability to play a key role in creating an effective and mutually beneficial relationship with all assigned partners and vendors is critical. The Senior Relationship Manager will serve as the expert and advocate for SoFi’s strategic vendor relationships, identifying and understanding client specific opportunities, challenges and priorities and driving long term value creation for our Members. They will partner with product, sales, marketing, operations and legal in delivering sound solutions, proposals and content for each identified opportunity, and developing financial justification / recommendations. Directing scheduled conversations and in-person meetings to discuss performance results and building transparency. Continually monitoring client performance, providing guidance to optimize results. Leading timely and successful resolution of any issues encountered, escalating as appropriate or when additional resources or changes are required. Proactively communicating client updates to internal stakeholders. Solving complex client problems both externally with partner and internally. Understanding SoFi’s products, services and partner thoroughly to leverage as needed to meet contract deadlines and requirements.

Responsibilities

  • Highly visible, interactive engagement with partners and vendors along with internal stakeholders and business unit leaders
  • Dedicated, primary point of contact for vendors supporting our Credit Card product and systems
  • Maintain an awareness of new trends and developments in the vertical and technology supporting it
  • Establishment and adherence to a governance framework over impacted partners and where we are required to report up to bank sponsors
  • Work in conjunction with Operational Risk Management, Compliance, and Legal
  • Performs reporting and analysis relating to the performance of vendor portfolio.  Contract adherence, SLA measurement and compliance to regulatory commitments
  • Understand and adhere to SoFi’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management
  • Responsible for developing, growing and retaining vendors and making them successful as it related to integration and compatibility
  • Responsible for coordinating quarterly/annual client performance reviews
  • Assist in developing processes and procedures for relationship management
  • Understand and assess client needs, troubleshoot issues, quantify downstream impacts
  • Apply consultative influencing and selling to develop and execute strategies to deliver appropriate solutions
  • Perform what‐if analysis to explore impact of industry announcements
  • Drive complex contract renegotiation
  • Keep management abreast of client developments
  • Research, champion, advocate and follow through on issues/questions
  • Prepare portfolio performance summaries for upper management
  • May participate in project teams representing Relationship Management function and partner/stakeholder needs
  • May attend industry events on behalf of company prospecting new and existing clients
  • Strategic leadership: Develop business strategies that will drive growth, profitability, and competitive success for SoFi in the face of shifting consumer and regulatory behavior
  • Develop and implement new product and pricing strategies for various lending products; lead product level modeling/analytics
  • Coordinate across the line of business to manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently

Skills

  • Aptitude to learn the platforms and technology supporting our end to end operations, becoming a subject matter expert
  • A well rounded individual who is capable of identifying opportunities and consulting Operations in continuous process improvement and best practices
  • Experience delivering projects
  • Desire to work in a fast-paced, multi-tasking, fluid environment with ever-changing priorities
  • Flexible management style; ability to quickly adapt to diverse and changing environments and business needs
  • Create actionable deliverables
  • Identify, analyze and prepare risk mitigation tactics
  • Evaluate and ensure vendor readiness
  • Strong ability to work independently and manage one’s time, with minimum oversight
  • Strong organization and execution skills
  • Interest in staying involved with fast-changing information and tools
  • Strong communication skills, proven ability to communicate effectively with both business and engineering staff
  • Ability to negotiate for competing resources and to generate consensus among multiple priorities

Benefits

  • Competitive salary packages and bonuses
  • Comprehensive medical, dental, vision and life insurance as well as disability benefits
  • 100% of medical, vision, and dental premiums paid by SoFI for employees and their dependents
  • Generous vacation and holidays
  • 401(k) and education on retirement planning
  • Tuition reimbursement on approved programs, up to $5,250 a year
  • Monthly contribution to help you pay off your student loans
  • Employer paid lunch program and subsidized gym membership
  • Fully stocked kitchen (snacks & drinks)