Executive Director, Quality Management

Responsibilities

• Provides executive oversight of quality management across business operations, ensuring accuracy, consistency, and alignment with outcome‑based performance standards.
• Leads the design, implementation, and continuous refinement of an association‑aligned, outcome‑based Quality Management framework, including controls, governance, and calibration processes.
• Champions continuous improvement initiatives by identifying root causes and implementing strategies that enhance customer outcomes, operational efficiency, and risk mitigation.
• Defines and evolves key performance metrics and outcome‑based KPIs aligned to business objectives, member experience, and regulatory expectations.
• Leads advanced quality analytics to identify trends, risks, and opportunities, partnering with analytics, actuary, and Learning and Development to drive performance improvement.
• Accountable for response to Internal Audit findings, ensuring effective remediation and alignment with compliance and risk standards.
• Delivers clear, actionable reporting to senior leadership, including insights on trends, root causes, business outcomes, and recommended operational actions.
• Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction.
• Directs and implements process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.
• Collaborates with Risk, Compliance, Legal, Internal Audit, and other control functions to align on regulatory requirements and develop proactive risk mitigation strategies.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 10 years of progressive experience in quality management, including development and leadership of QA/QC programs control frameworks, and continuous improvement strategies that drive operational performance and regulatory compliance.
• 4 years of leadership experience building and developing high‑performing teams within complex, matrixed organizational environments.
• Deep expertise in quality management, continuous improvement, and control frameworks, with strong knowledge of regulatory requirements, risk management principles, and industry best practices.
• Experience in regulatory compliance and industry regulations, including familiarity with frameworks such as, but not limited to, OCC Heightened Standards, Fair Lending, Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Anti‑Money Laundering (AML), and consumer protection regulations (e.g., UDAAP).
• Demonstrated ability to influence and align senior leaders and cross‑functional stakeholders, including 1st and 2nd Lines of Defense, to drive enterprise‑wide quality, risk, and compliance initiatives.
• Demonstrated executive presence and business acumen, with understanding of financial services operations, industry trends, and evolving regulatory landscapes.
• Proven ability to apply risk and compliance frameworks to identify operational gaps and implement practical, outcome‑focused solutions.
• Experience managing third‑party/vendor relationships, including establishing oversight models and contractual quality and compliance controls.