Job Summary:

The Global Payments Quality Manager is responsible for managing activities that ensure processes meet defined standards across supported teams related to Regulatory Operations.  The Quality Analyst/Team Lead will also analyze results to identify trends/themes and collaborate with business partners to drive solutions to issue. 

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