The Service Manager will provide daily oversight and relationship management and will serve as the conduit through which all information flows both from the service provider to SunTrust and vice versa. The role will be responsible and will coordinate with other internal partners to ensure adherence to regulatory / compliance requirements, completeness and adequacy of controls, execution consistency, reporting transparency and the accurate and timely completion of Third Party Risk Management (TPRM) requirements. The Service Manager works with and coordinates with internal and external teammates to ensure day-to-day activities are functioning as expected, provides oversight on behalf of Consumer Solution Executive Management and key stakeholders and works closely with risk partners to proactively manage service provider risk in conjunction with ORM/Compliance/Regulatory/Legal partners. The role will interface regularly with service provider executive management and will lead and coordinate both internal and external support teammates in the resolution of service delivery issues. The Service Manage will support the service provider Business Owner in the development of growth strategies and the execution of tactical objectives.
The successful candidate will be an effective communicator with the ability to build cross functional support with several risk related disciplines within SunTrust and will have experience developing strong working relationships with both internal and external executive level and support function teammates to ensure delivery of a consistent and well managed service / product. Qualifications
B.S. degree with a preference in a business related discipline. 6+ years of experience working in an integrated work stream supporting consumer banking activities. Experience with identifying and analyzing the effectiveness of internal controls in the confines of financial, execution, reputation and regulatory/compliance risk. Proven success in managing and developing relationships. Excellent communication skills, verbal and written. Ability to proactively identify issues, develop effective solutions, lead through example and influence and manage solutions without formal authority. Experience with managing service delivery performance and operations utilizing key performance measure indicators (i.e. formalized goals, SLAs).
Several years of Supplier Service Manager experience with a strong knowledge and understanding of managing within a formal third party risk management protocol and oversight program. Knowledge/experience in supplier on-boarding/off-boarding, project management and complaints management
Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf