Job Summary
As a Quality Manager within Credit Monitoring CoE, you will manage a team of Quality Analysts responsible for assessing the accuracy of our clients’ compliance with credit agreement terms. In this role, you will regularly collaborate with global counterparts to align with policies, procedures and other best practices. Leverage your deep understanding of an effective quality program to ensure overall quality of work in the space meets audit and controls readiness standards through sound judgement and leadership. The Quality Manager will be responsible for utilizing quality review data to reduce portfolio risk and improve client experience.
Job Responsibilities:
- Manages a team of quality control analysts including governing critical KPIs including service level, productivity, quality control, and quality assurance results providing feedback on performance and driving corrective action as needed
- Oversee overall quality of work for quality analysts ensuring accuracy of errors cited including alignment to citation practices, system updates and documentation, and service level requirements in an effort to reduce portfolio risk, and improve client experience
- Support quality control analysts through fostering conversations regarding ongoing training to improve subject matter expertise, long term alignment to policy and procedure trainings, and career development
- Partner with process owners and production leadership to provide results and trends and articulate findings verbally in recurring meetings with leadership
- Analyze disputes, reassessments, and escalations through the forum review process demonstrating fortitude against potential adversity
- Recommend process changes to improve services and systems including managing projects of small scale and complexity and completes deliverables timely
- Partner with leadership to develop a comprehensive quality program that ensures an audit ready environment utilizing critical thinking to assess quality and controls impacts to process and procedure changes and articulate to business partners and stakeholders
- Ensure quality control analysts maintain an audit-ready mindset by consistently applying processes and procedures throughout the quality review process
Required qualifications, capabilities, and skills
- Experience with quality program execution and controls
- Strategic thinker with a demonstrated ability to drive operational effectiveness, foster collaboration, and enhance the employee experience
- Successful people management experience, with inclusive leadership skills and the ability to collaborate across diverse teams and functions
- Ability to multi-task, work well under pressure with commitment to deliver under tight deadline; Proven expertise in setting direction, creating and executing test strategies
- Strong Microsoft Office Suite (Word, Excel, PowerPoint) with the ability to develop compelling and meaningful executive presentations that will guide opportunities / recommendation for improvement
- Strong communication (oral and written) with high degree of comfort communicating with management, as well as conflict resolution skills
Preferred qualifications, capabilities, and skills
- BS/BA degree or equivalent experience
- Experience in commercial lending in controls (with an understanding of CORE preferred), audit, quality assurance, risk management, or compliance
- Ability to master analyst responsibilities, analyze problems with keen attention to detail, identify patterns and issues, and proactively escalate for resolution; inquisitive and solutions-oriented mindset
- Ability to quickly learn new or changing business processes, ability to articulate complex concepts clearly to differing audiences and ability to work with data sets to pull trends and insights, and provide regular reporting to senior stakeholder Capacity to rapidly adapt to new or evolving business processes, clearly communicate complex concepts to diverse audiences, and leverage data analysis to identify trends