Credit Monitoring Quality Control Manager

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 within the Credit Monitoring CoE, you will lead a team of Quality Analysts tasked with evaluating the precision of our clients' adherence to credit agreement terms. You will engage frequently with global counterparts to ensure alignment with policies, procedures, and best practices. Your expertise in quality programs will be crucial in maintaining the overall quality of work, ensuring it meets audit and control readiness standards through sound judgment and leadership. Additionally, you will use quality review data to mitigate portfolio risk and enhance the client experience.

• 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
• Responsible for 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
• Ensure effective communication with the quality control and production team regarding operational policy, process, and procedure changes
• Partner with production training team to develop training to ensure effective on boarding of new quality control analysts, ongoing training to improve subject matter expertise, and long term alignment to policy and procedure trainings
• Partner with process owners and production leadership to provide results and trends, develop action items, and articulate findings verbally in recurring meetings with leadership
• Analyze disputes, reassessments, and escalations through the forum review process demonstrating fortitude against potential adversity
• Recommends process changes to improve services and systems including managing projects of small to medium 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

• Experience with quality program execution and controls
• Strategic vision and execution of operational effectiveness, collaboration, and positive employee experience
• Experience successfully managing people; Inclusive leadership skills with the ability to collaborate across different groups
• 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

• 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 learn the learn the job or an analyst in order to analyze problems with keen attention to detail and ability to make connections, identify issues, and escalate for resolution; Inquisitive and proactive
• 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