TITLE: MGR - SERVICE OPERATIONS GOVERNANCESTATUS: EXEMPTREPORTS TO: SENIOR MANAGER - LOAN SERVICING AND MORTGAGEDEPARTMENT: ACCOUNT SERVICES ADMINISTRATIONJOB CODE: 11596PAY RANGE: $119,300.00 - $138,000.00 ANNUALLY GENERAL DESCRIPTION:The Manager of Service Operations Governance is responsible for the oversight of staff engaged in Service Operations Governance Management. The Manager performs a key first line of defense role to help ensure corporate initiatives and departmental processes comply with applicable laws and regulations. The Manager reviews self-assessments, identifies internal control gaps and recommends options for improvement based on risk to ensure compliance with regulatory requirements. The Service Operations Governance Manager will oversee functions such, third party vendors, third party vendor’s monthly call quality monitoring, monthly complaints tracking, identifying internal and external processes that need business process controls, work with process owners to create effective business controls, develop test schedule, conduct tests, store results, identify action plans, and other activities. The Manager will interact with internal and external auditors or examiners during an audit or examination.TASKS, DUTIES, FUNCTIONS:Provide leadership and supervision over Governance team. Train, develop, and evaluate staff performance.Coach and develop direct reports to achieve individual, team service, and member satisfaction goals.Measure, monitor, and control the risks associated with third party vendors such as: Reputation, Compliance, Operation/Transaction, Strategic, and Investor.Support Servicing Operation Leadership during audit or examination acting as a liaison between the auditors/ examiners, and business owners ensuring all requests are provided timely.Implement and execute the Third-Party Vendor Oversight Program elements such as: Annual Certification, Performance Scorecard, Complaint Monitoring, and Internet Search, Transaction Monitoring – Compliance, Monthly Call Monitoring, Financial Management, Complimentary User Controls, and Annual Site Visit.Support Servicing Operation Leadership with managing open audit, compliance, and ERM issues, monitoring board or corporate policies to ensure they are completed and closed prior to the due date. Communicate and interact with vendors, other departments, branches, and Servicing Oversight teams to assist with error resolution and information exchange.Support Servicing Operation Leadership with performing annual review of policies and procedures and disclosure statement and performing risk assessment.Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.Ensure department policies and procedures are up to date.Assist Servicing Operations Leadership to identify process risks for failure to follow applicable state and federal regulations. Assist Servicing Operations Leadership to develop, test, implement and document effective business process controls to ensure that all processes are following regulatory requirements and working as intended.Ensure monthly call monitoring and first line monitoring analyses are completed for all applicable third-party vendors utilized by Servicing Operations.Ensure monthly complaints for all applicable vendors are tracked and reported to the internal Compliance Department.Train, develop, direct, supervise, and evaluate employees through personal counseling and interaction.Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.Assist staff in proper decision making.Validate, test, and implement system enhancements.Automate processes to streamline or eliminate labor-intensive tasks.Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.Maintain a current working knowledge of all applicable software systems and credit union policies and procedures relating to the Service Operations.Interact with Internal Audit and Compliance staff, respond to audits / reviews and develop action plans.Use the ERM tool store controls, test results and action plans.Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.Develop proactive reports to monitor vendor performance, identify any potential issues, and take appropriate action to mitigate any negative member impact.Provide consultative advice to Servicing Operation Leadership in support of the development of Department Compliance Programs. Monitor tasks necessary to ensure that changes are initiated, ensure appropriate action is taken to policies and procedures, and that implementation has been taken by the impacted departments.Develop and manage associated reports ensuring appropriate categorization, response/resolution, and root cause analysis. Review staffs’ reports and work papers to ensure completeness.Provide senior management with oversight of the Servicing Operations Group ensuring collaborative communications designed to keep 1st line management informed regarding key regulatory compliance accomplishments. Provide a monthly forum to discuss vendor scorecard including 1st line findings & resolution status, regulatory changes, and associated change management programs.Perform other tasks as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:Effective oral and written communication skills required to direct, train, and evaluate staff and to perform constructive follow-up on member concerns and collection activities.Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.Proven ability to compile spreadsheets, analyze data, develop reporting metrics to monitor key volumes, activities, turn times, error rates, effectiveness, and capacity planning.ORGANIZATIONAL CONTACTS & RELATIONSHIPS:INTERNAL: Management group and all levels of back-office staff, Member Service, and branch staff.EXTERNAL: Members, vendors, and peers in financial institutions.QUALIFICATIONS:EDUCATION: Bachelor’s degree in a related field highly preferred. Additional work experience may be considered in lieu of a 4-year degree.EXPERIENCE: Minimum 5 years of progressive regulatory compliance or QC experience or other compliance work within a financial institution, or equivalent combination of education and experience emphasizing corporate compliance and QC. Responsible management or supervisory experience within a financial institution overseeing lending functions, quality control and/or compliance responsibility for auto, unsecured and real estate secured products, Card products and Deposit products including a minimum 5 years as a manager. Project management experience desired.KNOWLEDGE / SKILLS: Must possess strong supervisory skills, oral and written communication skills, member relations skills, and be proficient with Excel, Word, PowerPoint, and Access (preferred). Must be knowledgeable about federal and state regulations regarding FDCPA, UDAAP, FCRA, SCRA, RESPA, TCPA, Reg. B, Reg. Z, Bankruptcy, and CFPB Mortgage Servicing Final Rules.PHYSICAL REQUIREMENTS:Prolonged sitting throughout the workday with occasional mobility required.Corrected vision within the normal range.Hearing within normal range. A device to enhance hearing will be provided if needed.Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.Unusually long work hours may be required to accomplish tasks.Some travelling to perform vendor oversight site visits.LICENSES / CERTIFICATIONS:NoneREV. 03/20/2024