Job Responsibilities:
- Lead and develop a team of analysts, across locations, to meet quality, business, personal goals, and manage performance
- Lead and participate in integration projects
- Review quality data to identify trends and partner with business leaders to improve quality
- Compile data, trending results, and present quality assurance metrics results and potential recommendations to leadership
- Collaborate with quality leaders to continually enhance and mature the quality program
- Identify gaps and recommend system, process, and or procedural opportunities and improvements
- Effectively drive remediation of issues by engaging appropriate resources to mitigate risk with a sense of urgency
- Clearly articulate key findings to Client Operations business partners and senior leaders.
- Provide feedback to business partners on interpretation of quality performance metrics
- Collaborate with fellow Quality Analysts to determine best practices
- Closely partner with management to escalate issues according to established escalation protocols
- Identify gaps in the quality assessments and present continuous improvement plans to management for future assessments
- Keep abreast of current regulatory requirements applicable to responsibilities
- Develop a strong knowledge of the Operational processes
- Perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures
- Monitor quality reviews into ACES (Automated Compliance Evaluation System) for tracking and reporting
Required qualifications, capabilities, and skills:
- 3 years People Management Experience
- 5-7 years’ experience in Financial Services, Risk Management, or Wholesale Payments
- Extensive knowledge of quality management best practices, root cause and corrective action, and defect elimination
- Excellent verbal and written communication skills and ability to adapt style to the appropriate audience
- Strong interpersonal skills and ability to collaborate with key stakeholders
- Self-motivated, strategic, and results oriented, with a focus on problem resolution
- Ability to manage expectations, deliver results and effectively communicate outcomes
- Demonstrates time management and organizational skills by successfully prioritizing and managing multiple tasks
- Detail oriented with ability to work efficiently and independently within given timelines
- Demonstrates leadership skills and flexibility in a fast-paced environment
- Independent decision making and critical thinking skills
- Strong Microsoft Office skills including Excel, PowerPoint, and Word
- Excellent facilitation and presentation skills
- Fluent in written and verbal Chinese language - Mandarin
Preferred qualifications, capabilities, and skills:
- Must be adaptable, flexible and able to deal with ambiguity
- Strong communication and negotiation skills; ability to present findings independently in a concise manner and articulate reasoning clearly
- Bachelor’s degree or equivalent experience is required