Operations Quality Supervisor

Fifth Third Bank • Cincinnati, OH

6d • Onsite

About The Position

This position is responsible for monitoring and managing the activities of the Service Optimization Quality team, including training, coaching, quality reviews, staffing, goals, and resolving escalated issues. It also involves project management and strategic planning for Service Optimization quality. Additionally, this role manages all offshore processes for the department, including onboarding, training, coaching, and error/escalation management. The position is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures. It ensures that actions and behaviors drive a positive customer experience and achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types within the Bank's risk appetite.

Requirements

• Bachelor's degree or 3 - 5 years of related business / management experience required.
• Supervisory experience of 2 years required.
• Experience with Microsoft office products, such as Word and Excel.
• Ability to work with minimum supervision.

Nice To Haves

• Business process experience preferred.
• Strong client relationship building capabilities.
• Strong leadership skills, including change management.
• Initiative, detail orientation, strong analytical skills, and decisive decision-making skills.
• Quality experience preferred.

Responsibilities

• Supervises, coaches, and provides feedback on performance of the Service Optimization Quality team.
• Promotes teamwork and cross-training of employees, along with cross-functional cooperation.
• Manages offshore team ensuring appropriate onboarding, coaching, and issue management.
• Serves as the escalation point on processes contained in the area for all internal and external business partners.
• Analyzes Key Performance Indicator data and identifies process improvement opportunities.
• Makes recommendations for systems enhancements or changes that would improve quality and/or productivity.
• Partners with other departmental managers both within Service Optimization and in Supporting Business lines to complete initiatives and projects.
• Develops and manages processes to ensure consistency and accuracy of the quality monitoring program, ensuring calibration.
• Develops Quality measurement parameters and onboard processes for teams with new initiatives in the lines of business supported.
• Plans, assigns, and monitors the workflow of a group of exempt and non-exempt employees within an assigned functional area, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained.
• Follows the guidelines, requirements, and policies of Self-Assessment and Risk Management.
• Oversees the system Entitlements for all Offshore Service Optimization employees, including a quarterly attestation to ensure entitlements are properly administered and controlled.
• Works directly with the supported LOBs to review process and exception processes.
• Ensures expectations for departmental goals around accuracy, turn time, and production volume are met.
• Maintains daily, weekly, and monthly reporting of departmental activity, including production and quality reports.
• Ensures appropriate reporting of escalation of customer service, operational, and/or employee issues to Senior Management.
• Reviews area operational procedures on a monthly basis, making recommendations to improve the overall efficiency of the area.
• Serves as point of contact for all internal audit requests.
• Manages the error correction policy and its administration for offshore processes.
• Works to integrate and improve processes by leveraging technology while also maintaining strict QC/QA controls to ensure adherence to departmental guidelines.
• Coordinates new hire training and provides feedback to new hires on departmental processes and procedures.
• Communicates across multiple levels of the organization in a concise and professional manner.
• Plans, assigns, and monitors the workflow of a group of exempt and non-exempt employees, including assisting/managing special projects, prioritizing and assigning workloads, monitoring and upholding quality standards, monitoring and upholding efficiency standards, and ensuring the training of new employees to the teams.
• Supervises, coaches, and provides feedback on performance to the Service Optimization Quality onshore and offshore staff.
• Provides employees timely, candid, and constructive performance feedback.
• Develops employees to their fullest potential and provides challenging opportunities that enhance career growth.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Incentive compensation plan
• Extensive benefits programs designed to support the individual needs of employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree