Student Loan Operations Manager

Thrivent•Utah Corporate Center, UT

23h•$81,537 - $110,315

About The Position

The Student Loan Operations Manager is a subject matter expert with deep knowledge of the end-to-end student lending lifecycle. This role is responsible for the administration, compliance, operational oversight and vendor relationship management of the Thrivent Bank student loan portfolio. This role oversees vendor performance, ensures effective execution of student loan operations, and partners with regulatory, compliance and risk management to maintain adherence to all applicable requirements. In addition, the role collaborates closely with Finance and other key stakeholders to drive operational effectiveness and ensures a high-quality, seamless client experience.

Requirements

Bachelor’s degree in business, finance, or related field
5-7 years of progressive experience in student lending, loan operations, or related banking functions, with demonstrated end-to-end knowledge of the student loan lifecycle (origination through servicing and collections).
Advanced experience with operational reporting, portfolio analytics, and performance monitoring
Strong process ownership with a track record of driving continuous improvement, operational efficiency, and scalable solutions.
Demonstrated ability to lead change and improve processes in fast-paced, high-growth environments.
Strong collaborator with a results-oriented, client-centric mindset.
Excellent communication and organizational skills, with a positive, energetic, and empathetic approach.

Nice To Haves

Experience in vendor-managed servicing models within student lending or similar products.
Demonstrated ability to lead through influence in highly matrixed environments.
Proven experience managing or influencing third-party vendors, including performance management, service level accountability, and issue resolution.

Responsibilities

Provides deep Subject Matter Expertise in the regulatory, compliance and risk management of the bank’s student loan portfolio, partnering closely with Legal and Compliance.
Owns the Student Loan portfolio including end‑to‑end execution and optimization of all processes, vendor performance, and key customer interaction points including application, disbursement, reconciliation, servicing, and collections.
Serves as key partner to Finance, supporting reconciliation and reporting, and monitoring portfolio performance, trends, and operational metrics; proactively escalating risks or issues as appropriate.
Acts as the primary vendor management owner for third‑party loan servicers and vendors, ensuring performance against service levels, quality standards, and regulatory obligations, with well-defined KPIs and transparent reporting to senior leadership.
Collaborates with leadership to define the full scope of reporting and analytics requirements.
Owns the development, maintenance, and governance of reporting, including proactively addressing report issues, resolving data discrepancies, and responding to cross-functional inquiries from Operations, Compliance, Finance, and Legal.
Demonstrates strong process ownership across the student loan lifecycle by developing and maintaining comprehensive procedural documentation for loan administration and servicing.
Drives continuous improvement, supports issue resolution and escalations, and ensures clear and effective borrower and account communications.
Partners in the development and documentation of policies and procedures while supporting internal communication, training, and alignment across teams.
Models Thrivent’s leadership competencies – Model the Way, Rally the Team, and Deliver Outcomes.
Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.
Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.
Interacts with internal teams (Operations, Compliance, Finance, and Collections) and external servicers/vendors, exercising significant influence over servicing execution, operational controls, and vendor performance.
The role engages with senior leadership and business stakeholders, providing performance insights, escalating compliance risks, and influencing key business decisions and outcomes.
Interacts directly with external clients/borrowers as needed to resolve escalations, address complex issues, and ensure a positive, compliant customer experience, serving as a highly influential point of contact in driving strong client outcomes and overall satisfaction.