Process Quality & Control Oversight Manager

Responsibilities

• Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Performs monitoring and testing of controls, identifying issues and control improvements for remediation
• Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
• Manages the performance and productivity of team members that conduct quality inspection reviews
• Ensures timely execution of QA activities including control execution, case management, and results reporting
• Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews
• Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting
• Lead design, execution, and continuous improvement of enterprise QA program
• Evolve scalable QA frameworks aligned to enterprise standards
• Establish QA standards, governance, and review criteria
• Assess and strengthen risk and control environment
• Provide independent challenge and identify control gaps
• Escalate risks and drive timely remediation
• Lead end-to-end QA reviews across enterprise processes
• Identify trends and drive simplification and standardization
• Deliver reporting, dashboards, and governance metrics
• Partner with process owners and governance teams
• Provide guidance on best practices and remediation
• Drive cross-functional alignment on standards
• Lead audit/exam coordination and ensure readiness
• Oversee issue tracking, resolution, and root cause analysis
• Ensure sustainable corrective actions
• Manage complex priorities and large-scale initiatives
• Influence across lines of business
• Mentor team members and elevate capability

• Demonstrated ability to operate within and challenge the Single Process Inventory (SPI) environment, including Process Owner Portal (POP) and ORCIT Key Measures, to assess process performance and drive improvement actions
• Experience interpreting and applying enterprise risk management policies and standards, particularly the Enterprise Process Management Policy and GCOR ORCIT Metric Policy, to inform governance and control oversight decisions
• Strong risk and control background with demonstrated ability to independently challenge, debate, and elevate issues, driving resolution in line with enterprise expectations
• Proven track record developing executive-ready communications and presentations that synthesize complex QA, risk, and control insights into clear, actionable messaging
• Strong proficiency in QA testing methodologies, including development and execution of test scripts, test plans, sampling methodologies, and monitoring activities across process and control environments
• Demonstrated experience driving process improvement within QA, testing, or risk/control environments, including identifying inefficiencies and implementing scalable solutions
• Strong analytical and problem-solving capability with a track record of assessing complex issues and implementing effective, sustainable solutions
• Clear and effective communicator with demonstrated ability to translate methodologies, findings, and impacts for senior stakeholders and governance forums
• Proven ability to manage competing priorities and operate independently, delivering high-quality outcomes in complex, ambiguous environments
• Proficiency in data analysis tools and Microsoft Office (advanced Excel, PowerPoint, SharePoint), applied to develop insights, reporting, and governance materials
• Demonstrated experience across risk and control disciplines (e.g., QA, process risk and controls, internal audit, risk management, compliance), with the ability to apply cross-disciplinary perspectives to improve control effectiveness.

Demonstrates expertise in Quality Assurance (QA) methodologies, risk management, and control environments, with a strong focus on process improvement and effective communication of complex insights. Proven ability to lead teams, manage priorities, and drive cross-functional alignment to enhance governance and operational effectiveness.

• Quality Assurance (QA) Methodologies
• Risk Management Policies
• Data Analysis Tools
• Process Improvement
• Executive-Ready Communications

• QA Testing Methodologies
• Test Script Development
• Test Plan Execution
• Sampling Methodologies
• Control Environment Monitoring
• Risk Assessment
• Control Gap Identification
• Root Cause Analysis
• Governance Metrics Reporting
• Process Performance Assessment

• Clear Communication
• Analytical Problem-Solving
• Team Mentoring
• Influencing Skills
• Independent Operation

• Enterprise Risk Management
• Quality Assurance Standards
• Regulatory Compliance
• Internal Audit
• Control Effectiveness

• Microsoft Excel
• Microsoft Power Point
• Microsoft Share Point
• Data Analysis Tools