Job Description

Wholesale Lending Services (WLS) supports several lines of businesses that include Business Banking, Commercial Bank, Asset Wealth Management, and Investment Bank. The Credit Monitoring Center of Excellence sits within WLS and provides Credit Compliance Monitoring for wholesale loan portfolios across the firm. 

As a Quality Manager for the Credit Monitoring CoE, you will be managing a team of Quality Analysts who are 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. The Team partners globally with our Credit Risk organizations, Bankers, and other internal operational teams.

Demonstrating sound judgement and leadership, as well as delivering best practices, you will leverage your deep understanding of an effective quality program to ensure overall quality of work in the space meets audit and controls readiness standards. The Quality Manager will also be responsible for utilizing quality review data to reduce portfolio risk and improve client experience.

Job Responsibilities

• Manage a team of Quality Analysts who perform assessments to ensure accuracy of each transaction
• Responsible for overall quality of work for the production and quality analysts, reduce portfolio risk, and improve client experience 
• Govern critical KPIs including Service Level, Quality Control, and Quality Assurance results
• Develop a comprehensive quality program that ensures an audit ready environment and perform quality reviews for multiple processes across LOBs
• Partner with process owners to share insight into quality review findings to improve results 
• Produce reporting and present to leadership team sharing insight into volume of reviews, quality scores, trends, root cause analysis, and other relevant observations
• Work with management team on overall process improvement tasks including being an ambassador of the &mpowerNow program
• Deepen team knowledge around processes that impact them and hold calibration sessions to ensure consistency of work and to identify any knowledge gaps
• Advocate for a global mindset to ensure alignment in all processes

Required qualifications, capabilities, and skills

• Experience with quality program execution and controls 
• Experience successfully managing people 
• 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
• Demonstrates attention to detail and ability to make connections, identify issues and escalate for resolution
• 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 stakeholders
• Inclusive leadership skills with the ability to collaborate across different groups 

Preferred qualifications, capabilities, and skills

• BS/BA degree or equivalent experience
• Understanding of CORE preferred
• Proven expertise in setting direction, creating and executing test strategies 
• Experience in commercial lending in controls, audit, quality assurance, risk management, or compliance preferred 
• Demonstrate confident leadership with sound judgment and ability to multi-task, work well under pressure with commitment to deliver under tight deadlines
• Ability to analyze problems with keen attention to detail; Inquisitive and proactive
• Analytical skills with ability to aggregate data, identify root causes