Sr. TL, Operational Quality

GENERAL PURPOSE

The Operational Quality leader will be responsible for overseeing a team of Operational Quality Specialists in maintaining the integrity and effectiveness of our operational processes, specifically within collections, debt recovery, and cash application. This role involves leading the team in conducting audits, monitoring performance, ensuring adherence to established policies and procedures, and driving continuous improvement initiatives. The leader will be expected to foster a culture of quality within the team and across operational functions, contributing to improved efficiency, accuracy, and compliance.

QUALITY AUDITS + MONITORING:

• Oversee the planning and execution of regular audits and reviews of operational processes within collections, debt recovery, and cash application to assess adherence to policies and procedures.

• Monitor team performance metrics and identify trends or anomalies that may indicate process gaps or potential risks.

• Evaluate the effectiveness of training programs through team feedback and provide insights to management.

• Proactively identify and assess potential risks to operational quality and compliance within the team's purview, contributing to the development of mitigation plans.

• Work closely with operations teams to foster a culture of partnership, quality, and continuous improvement.

• Ensure that a continuous feedback loop is in place with leaders of the operations team to ensure alignment on quality standards and that appropriate coaching and training mechanisms are in place.

DATA ANALYSIS + REPORTING:

• Oversee the analysis of quality data to identify root causes of errors or inconsistencies and guide the team in recommending solutions.

• Prepare and present quality reports to management, highlighting key findings, team performance, and recommendations.

• Track and report on key performance indicators related to quality and compliance for the team's responsibilities.

• Utilize data analytics tools and techniques to gain deeper insights into operational performance and identify trends, guiding the team in their analysis.

PEOPLE MANAGEMENT:

• Responsible for core people management functions of Selection/Assessment, People Development, Performance Management, and Building Bench Strength/Succession Planning

• Oversee and guide the development and delivery of training plans, programs and documentation.

• Monitor and cultivate employee satisfaction and engagement.

• Motivate and inspire the team to provide a superior client experience

• Ensures systems are in place to measure capacity utilization.

• Productivity and quality tracking, both team and individual, to ensure optimal performance.

• Budget management to corporate goals and operational scale.

PROCESS + PROJECT MANAGEMENT

• Drive the team to proactively identify areas for improvement in operational processes and collaborate with relevant teams to implement corrective actions.

• Lead the development and maintenance of documentation for policies, procedures, and best practices within the team's scope.

• Champion the identification and execution of process improvement initiatives, utilizing process improvement methodologies.

• Evaluate and potentially implement new technologies and tools to improve quality assurance processes and automate routine tasks within the team.

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Experience you'll bring

Minimum Required Qualifications for Consideration

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field.

• Minimum of 2 years of experience in operations, quality assurance, or a related field, with demonstrated leadership potential or experience.

• Strong understanding of operational processes, preferably within collections, debt recovery, and/or cash application.

• Excellent analytical, problem-solving, and decision-making skills.

• Effective communication and interpersonal skills, with the ability to provide constructive feedback.

• Proficiency in relevant software and technologies (e.g., data analysis tools, workflow management systems).

• Detail-oriented with a focus on accuracy and compliance.

• The position may involve working with sensitive financial and customer information, necessitating a high level of integrity and confidentiality.

• Demonstrated experience in developing and implementing quality assurance strategies, conducting risk assessments, and leading process improvement initiatives.

• Proficiency in using data analytics tools and techniques to gain deeper insights into operational performance and identify trends.

• Must successfully pass a background investigation.

Preferred Qualifications

• Ability to leverage analytical abilities to guide decisions that mitigate risk.

• Ability to demonstrate initiative, curiosity and an eagerness to learn.

• Experience with the identification and execution of process improvement initiatives, using process improvement methodologies.

• Knowledge and application of process improvement methodologies (e.g., Lean, Six Sigma) to drive efficiency and effectiveness.

• Strong communication and influencing skills, capable of building relationships and collaborating effectively with cross-functional teams and senior management.