QI Senior Manager

Truist Bank•Greenville, VA

1d•$103,800 - $180,000

About The Position

The QI Senior Manager leads 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 in work that mitigates risk and improves business efficiency and servicing operations. It evaluates processes, reports, trends, and results against established servicing standards and serves as a liaison among servicing operations, quality assurance and control, risk partners, and executive management. The manager oversees regulatory and investor requirement adherence, staffing and team development, department standards, control design and effectiveness, risk identification and remediation, quality program planning and execution, testing and monitoring outcomes, management reporting, and audit responses. The position also serves as a Mortgage Servicing subject matter expert and builds relationships with internal and external partners.

Requirements

Education or training in Mortgage, Finance, or a strongly related industry.
At least ten years in a management or leadership role leading 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 present effectively to senior management at all levels and external agencies.
Strong interpersonal, time-management, and organizational skills; adaptability in a dynamic, complex work environment and ability to 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.
Medium-to-high ability to work independently.
Experienced management capability, including managing difficult and complex issues and supporting 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.
Fifteen years of experience in mortgage, quality oversight/assurance/control, mortgage servicing operations, risk management and/or regulatory compliance, or process improvement specific to the functional area.
Demonstrated ability to drive team performance and efficiencies.
Demonstrated proficiency with 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, including acquisitions/transfers, customer service, escrow administration, payments, payoffs, investor reporting, collections, loss mitigation, foreclosure, and bankruptcy.
Strong knowledge of mortgage investor/insurer and regulatory guidelines and industry standards.
Experience with process improvement, change management, operational control, and audit.
MBA or supplemental education and experience in residential mortgage lending, including audit, quality control, underwriting, or regulatory compliance.

Responsibilities

Lead the team in adhering to servicing SLAs, regulations, investor requirements, and enterprise standards; oversee controls and proactively manage emerging risks.
Oversee team management, budget, staffing, performance, and development; hire, train, and coach staff in regulatory and servicing requirements.
Establish and maintain department standards, identify gaps, coordinate improvements, and develop controls to improve efficiency and minimize risk.
Ensure controls are adequately designed and operate effectively, and promote continuous process improvement while maintaining strong controls and client satisfaction.
Identify, report, prioritize, and manage risks and control deficiencies, including emerging and cross-functional Mortgage Servicing risks; serve as a Mortgage Servicing subject matter expert.
Aggregate and report adverse issues, trends, and inefficiencies to senior management and other lines of business, including root-cause analyses and proposed solutions; implement agreed resolutions with Servicing business partners.
Build and maintain relationships with internal and external business partners and manage expectations and accountability.
Plan, build, 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 corrective action plans, 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, and guide development testing for Mortgage Servicing.
Develop and present actionable reporting to senior management to inform business decisions; ensure 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 quality results and remediation needs.
Serve as the primary contact for internal and external audits related to quality activities; manage complete, timely responses to findings and work 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 vacation days during the first year, prorated as applicable
10 sick days, prorated as applicable
Paid holidays
Depending on position and division, possible eligibility for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan