QI Senior Manager

Truist Bank•Richmond, VA

About The Position

The QI Senior Manager manages Quality Oversight teams responsible for quality monitoring, assurance, and control activities across Mortgage Servicing processes in a heavily regulated environment. The role directs Quality Oversight Business Analysts and Testing Managers to mitigate risk and improve business efficiency, while observing processes, reports, trends, and results against established servicing standards. It serves as a liaison among servicing operations, quality assurance and control, risk partners, and executive management. The position leads compliance with servicing SLAs, regulations, investor requirements, and enterprise standards; oversees staffing, budgets, performance, and employee development; and maintains department standards and effective controls. It guides risk identification and remediation, analyzes and reports trends and root causes, develops the Mortgage Quality program, oversees monitoring and testing, and presents actionable findings to senior management. The role also coordinates with business partners and serves as the primary contact for internal and external audits related to quality activities.

Requirements

Education or training in Mortgage, Finance, or a strongly related industry.
At least 10 years in a management or leadership role managing individual contributors.
Bachelor’s degree or equivalent education and related training.
Subject matter expertise and strong knowledge of mortgage servicing systems and mortgage servicing and default processes.
Strong oral and written communication skills, including the ability to deliver effective presentations to senior management and external agencies.
Strong interpersonal, time-management, and organizational skills, with the ability to adapt to a dynamic and complex environment and handle multiple projects concurrently.
Strong analytical, problem-solving, and decision-making skills in complex environments and with senior leadership.
Ability to work in a continually changing, fast-paced environment and operate independently at a medium-to-high level.
Experienced management capability, including handling difficult and complex issues and multiple tasks of varying complexity and importance; keen attention to detail and ability to comprehend information quickly.
Ability to analyze complex data to identify trends and potential issues.
15 years of experience in mortgage, quality oversight/assurance/control, mortgage servicing operations, risk management and/or regulatory compliance, or process improvement specific to the position’s functional area.
Demonstrated ability to drive team performance and efficiencies.
Proficiency in basic computer applications, MSP, and Microsoft Office, particularly Excel, PowerPoint, and Visio.

Nice To Haves

Proficiency with ICE’s Mortgage Servicing Platform (MSP) and mortgage servicing processes such as acquisitions/transfers, customer service, escrow administration, payments, payoffs, investor reporting, collections, loss mitigation, foreclosure, and bankruptcy.
Strong knowledge of mortgage investor and insurer requirements, regulatory guidelines, and industry standards.
Experience with process improvement, change management, operational control, and audit.
MBA degree or supplemental education and experience in residential mortgage lending, including audit, quality control, underwriting, or regulatory compliance.

Responsibilities

Lead the team’s adherence to servicing SLAs, regulations, investor requirements, controls, and enterprise standards, and proactively manage emerging risks.
Oversee team management, budgeting, staffing, performance, hiring, training, coaching, and employee development.
Establish and maintain department standards; identify gaps; coordinate improvements; and develop controls that enhance efficiency and minimize risk.
Oversee strategic identification, reporting, prioritization, and management of risks and control deficiencies, including emerging risks and issues spanning Mortgage Servicing.
Serve as a Mortgage Servicing subject matter expert, maintaining awareness of internal and external risks, industry practices, technologies, regulations, requirements, and corrective-action processes.
Aggregate and report adverse issues, trends, and inefficiencies to senior management and other lines of business, including root-cause analysis and proposed solutions; implement agreed resolutions with Servicing business lines.
Build and maintain relationships with internal and external partners and manage expectations and accountability.
Plan and execute the Mortgage Quality program; evaluate the effectiveness of operational improvements and adherence to operational requirements; report, escalate, and provide opinions on process quality and compliance.
Monitor and track corrective action plans, including remediation and preventive actions arising from Quality reviews.
Oversee monitoring, testing, and quality oversight results for potential breaches and systemic themes; ensure escalation and timely remediation; guide development testing for Mortgage Servicing.
Develop and present actionable reports to senior management, ensuring scheduled reports are accurate and distributed on time.
Facilitate or participate in monthly forums with Mortgage Servicing and Default Leadership, Credit Risk Management, and senior Mortgage Lending management to present servicing quality results and remediation needs.
Serve as the primary contact for internal and external audit reviews related to quality activities; manage responses to findings and partner with stakeholders on sustainable corrective actions.
Perform other duties as assigned.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year, prorated based on hire date and employment status
10 sick days, prorated
Paid holidays
May be eligible for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan, depending on position and division