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Professional position that serves as a critical coordination point for installing change and coordinating Quality-related activities on behalf of the Operations channel. The Channel Administration Quality Manager will assist Site Operations Managers in institutionalizing operational, enterprise and regulatory risk management programs. This will include implementation of effective internal control processes and self-monitoring practices as well as the assessment, tracking and reporting of issues. This role will develop strong relationships with Operations Leaders and Risk partners, to effectively monitor and measure channel activity and support and roll out various Corporate & HLS Quality Initiatives and Projects.
Leads installation, analysis and monitoring of channel quality performance and activities, including In-Line QC/Post Closing QC performance, investor and regulatory compliance and other Risk/Quality initiatives. Identify and manage risk, minimizing the outcome and escalating where appropriate.
Coordinates and mobilizes channel-driven administrative projects
Facilitates partnership meetings with other HLS functional areas to foster “one team” culture
To initiate and support process improvement activity and help to embed a culture of continuous improvement. To facilitate change through monitoring and oversight of Operations Sites. Suggests and develops tools to drive the desired changes.
Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change through interaction and partnership with Operations Site Leaders.
This position interacts with numerous HLS business partners and key HLS Risk Leaders, building strong partnerships and working on various projects and initiatives. The position will have a matrix reporting relationship to the HLS Change Management director, to ensure complete alignment and collaboration with the HLS Change agenda. Travel is required.
This position is responsible for embedding change and project implementation of the respective HLS Operations channel. The impact is on the channel’s success in installing change and ensuring channel goals are met.
This position can be based in one of the 4 operation centers: Warwick RI, Melville, NY, Richmond, VA and Cincinnati, OH.
Bachelor Degree required
Master’s Degree preferred
Outstanding customer service orientation and loan product knowledge.
Strong written and verbal communications skills.
Strong analytical skills. Superior problem solving and conflict resolution skills.
Highly effective networking and relation-ship building skills.
Superior project management skills. Strong PC skills including Excel.
Preferably in both sales and operations
Residential lending experience 10+ years
Operations/financial services 10+ years
Leadership experience 5+ years
Supervisory experience preferred 5+ years.
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.
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