Consumer & Community Banking Card Merchant Services

Vendor Management Quality Review Manager

Join a dynamic team dedicated to upholding the highest standards in vendor management and quality assurance. Make a meaningful impact by leading process improvements and empowering your team to deliver exceptional results. Oversee a team of Specialists dedicated to verifying law firms' adherence to quality assurance standards. Collaborate with internal and external partners, drive process efficiency, and address escalations with urgency and precision. Your leadership empowers your team to consistently deliver outstanding quality and performance.

Analyze daily operations, workflows, and trends to identify and implement process improvements. Perform root cause analysis and monitor law firm exceptions, executing action plans as needed. Collaborate with Delivery Managers and business partners to resolve process gaps and system impediments. Prepare and deliver performance and quality reporting to senior leadership, participate in audits, and monitor key performance indicators. Train, onboard, coach, and develop staff to foster a high-performing, talent-driven culture. Take ownership of processes, including design, procedures, monitoring, and controls, ensuring risk and control issues are escalated. Make metric-based and procedural decisions aligned with policies and develop action plans to improve performance. Drive continuous improvement by coaching employees on quality and data-entry accuracy. Foster an environment focused on risk management and operational excellence.

Bachelor’s Degree or equivalent work experience. Minimum 5 years of management experience, including at least 4 years managing non-phone functions. At least 2 years of experience in litigation and legal processes. Proven ability to work independently and exercise sound, fact-based judgment in complex situations. Experience working with Controls, Compliance, and Regulatory teams to ensure adherence to procedures and laws. Strong change management skills and adaptability in a fast-paced, goal-oriented environment. Highly organized, with strong analytical skills to interpret data and recommend process improvements. Excellent verbal, written, and presentation skills.

Knowledge of internal systems such as Integrated Collections & Recovery, TSYS2, Convoke. Strong PC skills, including proficiency in Microsoft Excel, Outlook, Word, and LMM Suite.