Fiserv Supplier Services Manager in Boston, Massachusetts

Position Description

WHAT DOES A SUPPLIER SERVICES MANAGER DO:

The Supplier Services Manager serves as PCLender’s primary point of contact to third party strategic supplier and vendor relationships including but not limited to Fannie Mae & Freddie Mac origination systems in addition to the providers of credit, compliance, fraud, property and document products/services.

This role is responsible for executing on PCLender’s strategic objectives with third parties by supervising the prioritization of development requirements and support efforts. This requires working with key suppliers and vendors to ensure that they meet or exceed their contractual obligations by delivering quality products and services on time. This is a highly transparent role that reports directly to the Director of Client Experience, Business Unit Manager and will work closely with leaders across multiple functions within the PCLender Business Unit and Fiserv’s legal/vendor management resources to ensure vendor expectations are met or exceeded. This role conducts regular meetings with all strategic third-party suppliers and reports, researches and collaborates with the senior leadership team to define roadmap objectives.

As a Supplier Services, Manager, you can look forward to:

  • Playing a leading role in building and refining the vendor management model to ensure a consistent, clear, and efficient approach to the way the strategic suppliers deliver value to the business.

  • Maintaining/developing positive relationships with assigned third party Suppliers to understand new/additional PCLender services that can be offered.

  • Developing a keen understanding of current functionality and roadmap objectives for strategic supplier and vendor services/products.

  • Documenting the scope of effort to integrated services and products, as well as the advantages and or requirements (such as deadlines) to integrate services and products and the financial opportunity of completing integrations.

  • Provide summary documentation to executive management team with the above.

  • Supervising the due diligence required to establish and support third-party relationships. Obtain senior management approval for scope of services, development and fee/pricing objectives and execute agreements within such parameters.

  • Supporting contract/SOW negotiations, working with the enterprise business functions by reviewing contracts and statements of work, and purchase requests to ensure they meet needs of the organization, implement to business standards, protect business assets, and align with existing master services agreements.

  • You will maintain high-level of knowledge with Suppliers product suite and services to ensure an understanding of the standard methodology uses recommended for Clients and demonstrate acceptable levels of competency and understand of the user experience and workflow requirements for all job functions within PCLender Loan Origination System.

  • Maintain the user experience and workflow requirements within PCLender online applications and portals.

  • Seek opportunities to add new Supplier Services (technologies) to existing Client configurations to deepen relationships and improve efficiency, capability and Client experience.

  • Have working knowledge of extraordinary supplier features and functionality to prioritize cases and ensure that the appropriate resources are identified and prioritized for resolutions and new functionality development.

  • Ensure PCLender CRM account and contact records are properly maintained with updated information.

  • Ensure all business and technical requirements are properly documented daily within PCLender ticketing management tool, as well as Supervise the tracking and management of billable Supplier support services agreements.

  • Collaborate with case owner(s) or PCLender Professional Services contact to document requirements for existing and new custom development requirements.

  • Provide continuing training for Client and Professional Service teams as it relates to new or updated Supplier features/functionality.

  • Providing Client training and mentorship on use of supplier services.

  • Oversee the development and refinement of job aids ad training collateral that will assist users and system administrators with better experiences of utilizing Suppliers services and LOS integration to services.

  • Produce activity, opportunity, potential threat reports and other reports as required by PCLender management, resellers and referral channel partners.

  • Oversee the development and maintenance of usage reporting for supplier services and PCLender integrations to supplier systems/services.

  • Raise client issues to Senior Management team when SLA and or Client relationships are at risk.

BASIC QUALIFICATIONS FOR CONSIDERATION:

  • Experience with supervision of third party vendor/supplier relationships and BPO management.

  • Experience with drafting and negotiating agreements and dedications for third party vendor/supplier commitments.

  • Demonstrated understanding of business challenges and opportunities, always seeking to understand the business objectives before looking for a specific solution.

  • Confirmed ability to accomplish goals through influence across the enterprise, rather than direct line management control (negotiation and teamwork).

  • Proven creativity with ability to think of new ways to bring more insight into the relationships and drive additional value to the business.

  • Ability to translate contractual requirements in a relevant way to ensure key partners understand their contractual obligations.

PREFERRED QUALIFICATIONS FOR CONSIDERATION:

  • Bachelor’s Degree in Marketing or Business Management.

  • 10 years’ experience in mortgage banking operations.

  • 5 years’ mortgage banking technology experience.

WHO WE ARE:

Bank Solutions delivers technology products and services for community, regional and large financial institutions, whether they process in-house or through an outsourced service center. This group is responsible for product management and development, service delivery and client support related to the Fiserv bank platforms – Premier, Precision, Cleartouch and Signature. Each comprehensive suite helps clients improve customer service and streamline back-office operations by providing mission-critical banking functionality while also serving as a delivery channel for an array of other advanced, value-adding Fiserv solutions.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.