This job is responsible for transforming and leading a department and processes accountable for proactively identifying, planning and deploying Operational quality management across Lending Solutions Operations, outsourcing centers and vendors, inclusive of international locations. The business environment within which this leader and department will operate is one of zero tolerance by our clients for any regulatory or quality issues. Primary focus will be to strategically manage results from Quality Data Systems, AQUA, and determine root cause analysis from those findings to be usedto holistically drive change in business processes. The position collaborates closely with LS Ops. senior leaders, site leaders, process owners, team members, and clients in direct follow-up to the results and data collected in internal process reviews, root cause analysis and identify solutions and appropriate improvement actions. The incumbent will need to ensure a closed loop process of monitoring and feedback to warrant that root causes are addressed. The position also is accountable for relationship management that builds and sustains organizational system interfaces such as communication, reward and recognition, training, etc. to instill the importance of quality and customer satisfaction as part of our culture. The position is responsible for proactively identifying world class practices, measures, and results internally and from external organizations to propel and sustain the Assurant Lending Solutions focus and promise of quality and customer satisfaction for every client/customer. Lastly, the position is accountable to Sr. leadership, managers, clients, vendors, associates and internal support organizations to report, discuss and partner on results to drive exceptional quality and customer results and to institute a mindset of change. Significant change management is required as part of the cultural shift and transformation efforts as well as a strong foundation of process understanding. This position reports to the VP of Service Quality Management. The position directly leads and manages people who are responsible for the management of analysts and exempt associates who perform root cause analysis, data mining, and internal process reviews across 5 operating centers within the US in addition to third party international offshore vendor(s). Strong change management to enable transformation of the people within the SQM organization is critical part, and sharing that capability more broadly across the business organization overall.
Primary Job Accountabilities/Responsibilities:
30% - Proactively Plan, Build and Lead QRE Root cause responsibilities specific to functional areas. These could include data mining, data surveillance. Report, escalate and produce opinions on the process quality and track corrective action plans, including remediation, preventative action required as a result of Quality Control, QA Monitoring and Assessment and Compliance reviews. Create written work product and reporting on process quality and effectiveness of controls, and risk exposure in accordance with client procedures, Lending Solutions policies and practices, and regulatory compliance requirements. Partner with QA Risk Based, QC and Compliance, as needed, to support the Corrective Action process for Lending Solutions Operations (HIPC and LPI), (includes working directly with business leaders on the creation of CAPs drawing upon the fundamentals of root cause analysis, knowledge of regulatory compliance and risk control management) and participating in CAP meetings/calls with subject matter expertise. Ensure this second line of defense is at world class levels, with ongoing benchmarking of best practices and the opportunity to raise the bar.
35%-Provide transformational leadership to Analysts, Managers, SME’s and extended team of analysts. Create a world class team with high credibility, results, and capacity to drive change within/across the organization and vendors in support of transformation work within the broader organization.
35% -Transform existing process to take the function and services to a future state of increased efficiency, effectiveness and proactive value add for the business and stakeholders. Partnering with ENCORE efforts underway to ensure proactive alignment and value to support the new operational process, client and regulatory requirements. Oversight and management of international vendors to ensure results are optimized, root causes are mitigated and processes meet/exceed client expectations.
Candidate will need to reside in Atlanta, Duluth, Florence,SC or Springfield, OH.
Basic Qualifications Required - Experience, Skills, and Knowledge:
Other Qualifications Required:
Preferred Experience, Skills, and Knowledge: