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Quality Operations Manager (GBAM Ops)

Jacksonville, Florida;

Job Description:

Job Description and Responsibilities

Manages a Quality Assurance Team in Commercial Credit,  Business Lending Operations (BLO) Line of Business (LOB) supporting Small Business, Business Banking, Middle Market and Practice Solutions products and LOBs. May report to a Sr. Operations Manager or a Group Operations Manager. Involved in a variety of projects.

Provides analytical support in executing internal control discipline and operational excellence within a LOB/ECF. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Acts as an ambassador of the risk culture. Incumbents typically have over 5+ years of risk management and/or LOB/ECF experience

Develops and implements new processes/procedures to improve operating efficiency. Modifies existing procedures and analyzes and resolves non-routine and/or moderately complex operational problems often requiring research and involvement from other business functional experts.

Requires thorough operations knowledge of specific products/ services line managed, usually gained through operations experience.

Responsible for performance management and  forecasting / managing staffing levels and capacities. Role entails ensuring adherence to credit policies, guidelines, and applicable regulatory requirements.

Responsible for:

Deliver a World Class Experience for Clients:

Manage day to day operations including Operational Stability during a period of sustained change

Effectively meet/ exceed client/ business partner expectations by ensuring world class client experience through effective communication, collaboration and service

Deliver on our timeliness and accuracy SLAs
Manage client impact to zero during events/ incidences

Deliver Production Results

Drive execution of the fulfillment process through sound production results.

Manages Risk

Take personal ownership for managing risk well and be proactive in identifying and controlling risks, issues and concerns to help drive responsible growth.
Act in accordance with the letter and spirit of all applicable laws, rules and regulations, the company’s Code of Conduct, Risk Framework, risk appetite statement and other relevant policies, standards, procedures and guidance.
Understand all risks inherent in your business or function, including its end-to-end operations.
Actively participate in and contribute to your business’ or function’s risk routines, including risk identification.
Actively engage and effectively partner with control functions.
Meet any business/job specific risk management expectations and/or expectations relating to relevant MRAs/Audit issues.

Measure & Manage Volume, Capacity and Financial Metrics

Create ‘one source of truth’ for all quality related measures.
Manage k-performer scorecards
Support and lead ‘control center’ concepts

Tasks:

- Identify and escalate quality assurance findings promptly, following appropriate communication channels. Manage and maintain accuracy and integrity of Quality Scripts by continuously calibrating  with risk and compliance, controls and operations teams.  

-Communication - clear and concise communication of quality assurance findings and defect trends. The role involves maintaining open communication with the line of business leaders and Control partners.

- Drive execution -  ownership and prompt follow up on defect remediation; debate of disputes in a professional manner and in accordance with process and procedures

- Drive Change - support project work across multiple teams/sites. Influence change by identifying process gaps and recommending appropriate solutions – in compliance with current laws and regulation.

- Technology – commitment to technology initiatives and improvements

- Collaborates – works effectively with others by establishing and maintaining positive working relationships

- Manage teams - focus on developing talent and increasing team effectiveness and proficiency. Manage teams' performance and development plans; conduct performance reviews.  

-Act in accordance with the letter and spirit of all applicable laws, rules and regulations, the company’s code of conduct, risk framework, risk appetite statement and other relevant policies, standards, procedures and guidance.    Is proactive in identifying, managing and controlling risks within the fulfillment space.  

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
  • Excels in working among diverse viewpoints to determine the best path forward.
  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
  • Commitment to challenging the status quo and promoting positive change.
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

          

Required Skills:

At least 5 years of fulfillment experience in Commercial Credit

3-5 years supervisory experience

Strong analytical skills

Presentation skills (PowerPoint/Excel)

Ability to present to leadership and auditors (internal/external)

Team player

Desired Skills:

Six Sigma Certification

Management experience  in operations and/or quality

Bachelor's degree or comparable work experience

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Friday 8a-5pm

Referral Bonus Amount:

0

Job Description:

Job Description and Responsibilities

Manages a Quality Assurance Team in Commercial Credit,  Business Lending Operations (BLO) Line of Business (LOB) supporting Small Business, Business Banking, Middle Market and Practice Solutions products and LOBs. May report to a Sr. Operations Manager or a Group Operations Manager. Involved in a variety of projects.

Provides analytical support in executing internal control discipline and operational excellence within a LOB/ECF. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Acts as an ambassador of the risk culture. Incumbents typically have over 5+ years of risk management and/or LOB/ECF experience

Develops and implements new processes/procedures to improve operating efficiency. Modifies existing procedures and analyzes and resolves non-routine and/or moderately complex operational problems often requiring research and involvement from other business functional experts.

Requires thorough operations knowledge of specific products/ services line managed, usually gained through operations experience.

Responsible for performance management and  forecasting / managing staffing levels and capacities. Role entails ensuring adherence to credit policies, guidelines, and applicable regulatory requirements.

Responsible for:

Deliver a World Class Experience for Clients:

Manage day to day operations including Operational Stability during a period of sustained change

Effectively meet/ exceed client/ business partner expectations by ensuring world class client experience through effective communication, collaboration and service

Deliver on our timeliness and accuracy SLAs
Manage client impact to zero during events/ incidences

Deliver Production Results

Drive execution of the fulfillment process through sound production results.

Manages Risk

Take personal ownership for managing risk well and be proactive in identifying and controlling risks, issues and concerns to help drive responsible growth.
Act in accordance with the letter and spirit of all applicable laws, rules and regulations, the company’s Code of Conduct, Risk Framework, risk appetite statement and other relevant policies, standards, procedures and guidance.
Understand all risks inherent in your business or function, including its end-to-end operations.
Actively participate in and contribute to your business’ or function’s risk routines, including risk identification.
Actively engage and effectively partner with control functions.
Meet any business/job specific risk management expectations and/or expectations relating to relevant MRAs/Audit issues.

Measure & Manage Volume, Capacity and Financial Metrics

Create ‘one source of truth’ for all quality related measures.
Manage k-performer scorecards
Support and lead ‘control center’ concepts

Tasks:

- Identify and escalate quality assurance findings promptly, following appropriate communication channels. Manage and maintain accuracy and integrity of Quality Scripts by continuously calibrating  with risk and compliance, controls and operations teams.  

-Communication - clear and concise communication of quality assurance findings and defect trends. The role involves maintaining open communication with the line of business leaders and Control partners.

- Drive execution -  ownership and prompt follow up on defect remediation; debate of disputes in a professional manner and in accordance with process and procedures

- Drive Change - support project work across multiple teams/sites. Influence change by identifying process gaps and recommending appropriate solutions – in compliance with current laws and regulation.

- Technology – commitment to technology initiatives and improvements

- Collaborates – works effectively with others by establishing and maintaining positive working relationships

- Manage teams - focus on developing talent and increasing team effectiveness and proficiency. Manage teams' performance and development plans; conduct performance reviews.  

-Act in accordance with the letter and spirit of all applicable laws, rules and regulations, the company’s code of conduct, risk framework, risk appetite statement and other relevant policies, standards, procedures and guidance.    Is proactive in identifying, managing and controlling risks within the fulfillment space.  

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
  • Excels in working among diverse viewpoints to determine the best path forward.
  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
  • Commitment to challenging the status quo and promoting positive change.
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

          

Required Skills:

At least 5 years of fulfillment experience in Commercial Credit

3-5 years supervisory experience

Strong analytical skills

Presentation skills (PowerPoint/Excel)

Ability to present to leadership and auditors (internal/external)

Team player

Desired Skills:

Six Sigma Certification

Management experience  in operations and/or quality

Bachelor's degree or comparable work experience

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21060881

Band: H5

Manages People: Yes

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Erika Bennett

Referral Bonus:

0