The Colleague Coaching and Development manager is responsible for ensuring the Quality Assurance team is fully operational; calibrated; coverage is provided to critical team functions; product and services delivered by the team are effective, delivered in the most efficient manner, and contain relevant content. This position must also engage colleagues in a manner that is consistent, positive, and in adherence with HR policies and procedures.
Overseeing a team with three managers and 30 quality specialists, this individual will be responsible for ensuring a robust quality monitoring program for Debt Management, Mortgage, and Fraud Operations (DMMFO). DMMFO consists of over 700 colleagues across seven geographic locations.
The sucessfull candidate will independently understand division operations, identify key risks and monitoring criteria and build a robust quality program for each operation. Sucessful programs will ensure compliance, customer experience, and job knowledge measurements that can be used for colleague coaching and development.
Ensuring colleague engagement and development is a key requirement for the role holder. Feedback and calibration sessions are expected and should be used to improve the program.
Substantial vendor oversight of vendor relationships will also be a key deliverable ensuring consistency between internal/external monitoring programs. External vendor relationships requiring oversight include collections, recoveries, tax/insurance services, and fraud call centers.
Risk and audit remediation will be a major deliverable for this role. 2013 objectives are largely being driven by ORC and audit issue closures.
5+ years Banking Operations Experience
2+ years Quality Assurance, Risk, or Audit experience
Risk and Audit background highly sought
Ability to independently set direction, goals, and objectives
People management and leadership skills
Knowledge of consumer banking requirements including Federal/State laws
Excellent communication and negotiation skills
Excellent organization skills
Ability to motivate in a competitive, repetitive, and stressful environment.
Adept at managing change
Make independent decisions and exercise sound judgment
Ability to perform in a production environment and meet monthly operational metric goals
Excellent analytical skills
Proficient computer skills
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM
Equal Employment Opportunity
It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.
Citizens Financial Group - 2 years ago
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