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First Marblehead Manager, Client Services & Operations in Boston, Massachusetts

Manager, Client Services & Operations

Req#: 550287

Updated: 05/04/2021

Job Type: Full Time

Location: Boston, MA

Salary: Salary

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Job Description


This position is client and vendor relationship focused. The primary responsibilities include maintaining external client and vendor relationships by applying critical thinking and strategy development while overseeing the day-to-day execution in a high volume, fast paced environment. The Manager, Client Services & Operations will be responsible for managing client needs and partnering with internal stakeholders to ensure servicing vendors are achieving committed goals, service levels, and quality standards.

The Manager, Client Services & Operations must possess a unique blend of business and technical savvy; a big-picture vision, and the drive to roll up your sleeves to get the job done. The Manager, Client Services & Operations requires the ability to communicate with all areas of the company and have the skills and competencies to manage strategies through completion in a thoughtful and incremental manner while adhering to deadlines and managing competing priorities.


  • Serve as an integral team member throughout the product/enhancement life cycle from strategic planning, to requirements, to contracting and often tactical activities.

  • Facilitate project planning and serve as an advocate for prioritizing client initiatives.

  • Inform processing requirements by conducting competitive research, working collaboratively with subject matter experts, and communicating with our clients and vendors

  • Partner with business development, school channel sales , IT, loan operations, Legal and compliance to support and execute change in a timely manner.

  • Assist with defining test cases, acceptance criteria and perform testing of vendor systems and processes

  • Act as a point of reference for product related inquiries. Support sales directly and indirectly as a subject matter expert and provide appropriate RFP and technical sales support.

  • Negotiate, review, and facilitate contract execution


  • Other duties and responsibilities may be assigned to support business needs


  • 5 plus years’ experience in the Educational Lending or Financial Services industry preferred

  • Undergraduate degree or equivalent

  • Excellent communication and interpersonal skills

  • Able to present information in a way that is easy to understand, relevant, and contextual

  • Confident in making quick and accurate decisions when needed

  • Willing to manage and complete administrative tasks

  • Detail oriented, with strong organizational skills

  • Thinks strategically and ability to identify process improvements

  • Able to easily develop and leverage relationships within an organization to achieve tasks

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