Citizens Access Qa Qc Senior Lead

Description

The Citizens Access QA QC Senior Lead is responsible for defining and delivering QA/QC recommendations, while at the same time maintaining knowledge of the broader context in which the work is being performed. Recommends and implements operational strategy by developing, deploying and measuring processes while monitoring results. Recommends, implements and reviews strategic growth and business plans. Supports the business managers in their efforts to grow the business and are accountable for the communication of business decisions. Provides innovation and leadership on a number of operational areas including process re engineering, information management, technical implementation and operational strategy.

Primary responsibilities include

• Establish Change Management process, and schedule and facilitate meeting engaging all applicable stakeholders, identifying problems and keeping related changes in sync with process/ procedures.
• Stakeholder Management: Develop and maintain effective working relationships with key stakeholders across the business so that these contribute both to the effective operation of the business unit.
• Support various ad-hoc requests across the teams.
• Consult with appropriate business line in the development of new products, services or processes including the documentation of the system and internal controls.
• Risk Management: Be accountable for the identification (self-identification) and minimizing risk across areas of responsibility; Working with Operations managers and Risk ensure all risk issues are identified timely, communicated and effectively reported and tracked
• Business Management & Planning: Create and implement operational or functional Process/Continuous Improvement: To identify and initiate improvement projects within the operational area that will enable improvement of overall business unit performance.
• Prepare in-depth analysis on potentially complex issues and present findings to leadership. Analyzes and monitors complex production problems as they relate to the Operations teams systems. Works with managers/customers to ensure incidents are documented and report on appropriate resolution and any potential remediation requirements.
• Customer Service: To champion strong customer service attitudes and values. Utilize performance metrics to drive quality output.
• Define, implement and monitor internal data quality Key Performance Indicators
• Analyze and evaluate services, identifying opportunities to enhance performance or drive value add activities and building actionable performance trending.

Qualifications

• In-depth knowledge of and demonstrable skill in using continuous improvement methodologies and tools
• Superior project management skills
• Strong math skills, including ability to calculate interest preferred
• Strong MS Office skills - PowerPoint and Excel
• 5 – 10 years relevant business experience, including Vendor Management (preferred)
• Strong written and verbal communication skills
• Excellent time management skills
• Very detail oriented
• Acts as an agent for positive change with flexibility
• Excellent written and verbal skills; ability to deliver impactful concise messages to senior executives.
• Highly effective networking and relationship building skills
• Excellent interpersonal skills
• Outstanding customer service orientation and product knowledge
• Commitment to quality and efficiency
• Experience of delivering change in a complex, fast- paced environment

Education, Certifications and/or Other Professional Credentials

• Bachelor’s Degree or equivalent work experience

Hours & Work Schedule

• Work Schedule: Mon - Fri, 8:30am - 5:00pm
• Hours per Week: 40

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth