Sr. Vendor Relationship Specialist

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Work with LOB and functional partners to plan, develop, manage, implement, track benefits for improvement projects which deliver operational efficiency, expense savings, improved customer experience, revenue growth, enhanced quality and/orregulatoryexcellence.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensuresthatactions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

• Ensure consistent, effective and transparent communication between the Vendor, the LOB, and other stakeholders. Partner with the LOB to develop a knowledge base of the business line, including the business plan, products, processes & revenue streams.
• Facilitate the new Vendor vetting & boarding process in partnership with LOB, IT, IT Risk, Sourcing, Legal and Bancorp Vendor Management.
• Partner with Risk and Business Controls, Audit, Legal & Compliance to ensure all required processes are being followed as per guidelines. This will require attentive ongoing knowledge of all updated requirements for the LOB including but not limitedtoregulatory/compliance updates, product updates, and credit guideline updates.
• Partner with Risk and Business Controls, Audit, Legal & Compliance on updates and changes to various procedures and process flows.
• Evaluate vendor performance on a daily, weekly and monthly basis providing counseling and guidance as needed.
• Drive process change and improvements by understanding onshore and vendor responsibilities and providing alignment when able
• Drive expense reduction by improving process flows, issues, and working with LOB to move responsibilities to vendor when appropriate
• Ensure Vendor is sufficiently staffed & that adequate training is provided. Work with vendor and line of business if any staffing concerns arise. Ensure staffing does not negatively impact customer service or impact compliance/regulatory requirements.
• Design and implement LOB procedures and processes with vendor to ensure vendor is in compliance with contractual requirements
• Ensure consistency between onshore and offshore teams with similar processes
• Ensure consistency between vendor processes (as applications flow from one process to another)
• Keep Vendor informed by utilizing monthly forecasting tools in conjunction with the LOB & Finance. Stay abreast of & communicate to Vendor, updates on any industry changes that may impact future volume.
• Troubleshoot issues & problems by partnering with but not limited to, the Vendor, LOB, Business Controls, Risk, IT, & IT Risk partners.
• versee time studies for new processes to ensure maximum efficiency, monitor existing processes for additional efficiency opportunities by process improvement and/or automation.
• Facilitate monthly, quarterly vendor performance reviews with stakeholders and required levels of management to cover key milestones, challenges, remediation plans & potential risks.
• Facilitate weekly, bi-weekly, monthly or quarterly meetings with vendor (including sub processes as needed) to ensure quality, processes, answer questions, and provide updates and changes; frequency of meetings to be determined based on lineofbusiness, vendor, and sub processes
• Review and validate monthly invoices for main Vendor and any other applicable individual vendors;
• Work with line of business and vendor to respond to QA & QC significant issues
• Ensure vendor remediation and compliance on continuing errors or SLA issues. Monitor execution and success of individual remediation plans and work with vendor to remove any individuals whose performance has not improved
• Support in the development of monitoring or remediation plans for critical processes & review with Vendor and required levels of management.
• Establish and maintain scorecards for Vendor, ensuring that Key Performance Indicators (KPI's) are in alignment with vendor contracts & LOB requirements;
• Manage Annual Access Review & BCP for Consumer BPO. Daily monitor and maintain Vendor access in conjunction with IT, Risk and Compliance.
• Participate in contractual agreement with LOB & Vendor to ensure agreements are being consistently met as per the requirement. Facilitate and maintain all updates/amendments to contracts as needed.

#LI-RD1

• 3 or more years experience in offshore process management required
• Minimum 5 to 7 years banking/lending/servicing operations and ability to demonstrate an understanding of day to day off shore process management.
• Bachelor's degree required
• Strong organizational project management skills, analytical skills, strong interpersonal skills, and strong verbal and written skills.
• Comfortable representing Fifth Third and especially Operations to non-Fifth third Agencies.
• Ability to adapt to change and direct efforts not within direct control.
• Excellent analytical, and written and oral communication skills.
• Proficient in all Microsoft desktop applications. (Word, Excel, Project, PowerPoint and Access).

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.