Senior Manager, Quality Assurance and Delivery

dental insurance, life insurance, tuition assistance, 401(k), retirement plan

Rockland Trust is a full-service commercial bank and financial services company committed to helping our neighbors reach their financial goals. Founded in 1907 and headquartered in Massachusetts, we proudly serve individuals, families, and businesses throughout New England with a strong emphasis on personal relationships, local decision making, and community impact.

With a broad range of banking, wealth management, and investment solutions, Rockland Trust combines the resources of a growing financial institution with the personalized service of a community bank. Our long-standing philosophy, Where Each Relationship Matters, guides how we work with our customers, colleagues, and communities every day.

At Rockland Trust, our employees are at the heart of our success. We foster a collaborative, inclusive, and values driven culture that encourages professional growth, innovation, and work life balance. We are deeply committed to community involvement, financial education, and creating a workplace where individuals can build meaningful, long-term careers.

Rockland Trust is seeking a Senior Manager, Quality Assurance and Delivery to join our Strategic Partnership Office. This role is responsible for leading the operating model that supports strategic initiatives and vendor partnerships, ensuring strong governance, effective delivery oversight, and cross-functional alignment. The Senior Manager will partner with business, technology, finance, and vendor teams to drive execution, monitor performance, manage risk, and support informed decision-making across a growing portfolio of initiatives.

The ideal candidate brings a blend of leadership, operational excellence, program delivery, and vendor management experience, with the ability to build processes, influence stakeholders, and drive results in a complex environment.

Responsibilities

• Lead governance processes, operating rhythms, and cross-functional portfolio reviews.
• Facilitate governance meetings, executive reviews, and decision-making forums.
• Maintain visibility into portfolio performance, milestones, risks, dependencies, and priorities.
• Ensure initiatives are aligned with strategic objectives and organizational priorities.
• Develop and maintain governance standards, procedures, and best practices.

Vendor Performance & Delivery Oversight

• Manage vendor performance reporting, scorecards, KPIs, and service-level metrics.
• Monitor vendor commitments, delivery performance, and contractual obligations.
• Identify performance gaps and partner with stakeholders to implement corrective actions.
• Prepare and present reporting and recommendations to senior leadership.
• Support strong working relationships between business, technology, and vendor teams.
• Oversee demand intake, qualification, prioritization, and portfolio planning activities.
• Coordinate resource planning, capacity management, and work prioritization across initiatives.
• Maintain an integrated view of project schedules, roadmaps, milestones, and dependencies.
• Partner with Finance to monitor budgets, forecasts, allocations, and actual performance.
• Identify financial, operational, and delivery risks requiring leadership attention.

Risk Management & Process Improvement

• Establish and maintain consistent risk, issue, dependency, and escalation management practices.
• Coordinate resolution of significant cross-functional issues and delivery challenges.
• Lead root-cause analysis efforts and drive continuous improvement initiatives.
• Standardize and improve processes, reporting, and operational practices across strategic vendor relationships.
• Drive operational efficiency and effectiveness through process improvements and governance enhancements.
• Provide leadership, coaching, and guidance to team members supporting portfolio management, analytics, reporting, and delivery activities.
• Foster collaboration, accountability, and continuous improvement across the team.
• Support the development of scalable processes and capabilities as the function grows.

Qualifications

• Bachelor's degree or equivalent combination of education and experience preferred.
• 10+ years of experience in program management, project management, portfolio management, business operations, technology operations, quality assurance, software delivery, vendor management, or related disciplines.
• Demonstrated experience leading complex cross-functional initiatives and operating in highly…