Assistant Vice President, Enterprise Quality Assurance Governance

Job title: Assistant Vice President, Enterprise Quality Assurance Governance

Company: Synchrony


Job description: Organizational Overview :Enterprise Quality Assurance (EQA) monitors agent performance against functional job aids to provide support for our agents and provide insight into process performance. Governing any process is increasingly important and EQA continues to transform the organization to meet heightened standards for internal controls and remain strong as a control for processes throughout the Enterprise. EQA is focused on reimagining how quality is performed leveraging data and analytics to automate quality controls and ensure focus on effectiveness of the agent in delivering core services.Role Summary/Purpose:The AVP, EQA Governance will help drive the priorities for safety and soundness across the Enterprise Quality Organization. The role will ensure the EQA is prepared and ready for internal and external Exams, assist in exam execution for the organization, drive risk identification and remediation and strengthen our risk and control framework. Additionally, will support in leading the team of EQA governance and risk resources.Key Responsibilities :Support in leading a team on risk and governance activities for EQA .Identify control gaps and potential issues and create action plans for remediation.Draft and develop project plans and help lead execution. Identifying and assessing the impact of execution deficiencies and create action plans.Own and drive implementation of EQA Governance strategy projects.Own and manage critical processes within EQA including intake, prioritization, planning, and project / issue tracking.Contribute to the direction and focus of the EQA Governance Team through active engagement in evaluating the control environment, identifying risks, and continuous monitoring processesTrack and validate findings/issues to ensure they are appropriately addressed.Drive automation in the assessment of our control environmentHelp execute governance initiatives/process to ensure safety and soundness across Enterprise Quality Organization.Strong communication and influencing skills are required with the ability to facilitate conversations within the EQA organization ensuring understanding of any enhancements or new EQA processesLeverage critical thinking skills to look beyond existing methodologies and current discipline to define and resolve issuesAssist in creating and updating dashboards to communicate status and drive productivity in this space.Advocate across the organization driving good risk practices.Perform other duties and/or special projects as assigned.Required Skills/Knowledge:Minimum 5+ years of experience in a financial services with EQA Governance Experience or in lieu of a degree 7+ years of EQA Governance ExperienceExposure to call monitoring , PRC updates and Risk testing and Internal Audit engagementsMinimum of 2+ years supervisory or management experience leading exempt/non-exempt teams in a matrixed organization.Experience in project management techniques and leading projects for the teamAble to work independently on multiple assignments while effectively supporting teamwork and achievement of team objectives.Proven experience with partnering, collaborating and influencing key stakeholders.Desired Skills/Knowledge:Demonstrate strong risk management mindset and behaviorExperience with cross-functional collaboration and partnership with key stakeholders.Action and detail oriented, excellent organization and prioritization skillsIndependent worker with awareness of when to escalate and engage others.Proven experience executing with accuracy, on time and while dealing with ambiguityDemonstrate commitment to continuous improvement.Eligibility Criteria:Minimum 5+ years of experience in a financial services with EQA Governance Experience or in lieu of a degree 7+ years of EQA Governance Experience.For Internal Applicants:Understand the criteria or mandatory skills required for the role, before applying.Inform your Manager or HRM before applying for any role on Workday.Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)Must not be any corrective action plan (First Formal/Final Formal, PIP)L8+ employees who have completed at least 24 months in the organization and 24 months in current role and level are only eligibleL8 + Candidates can applyJob Family Group: Data Analytics

Expected salary:

Location: Manila City, Metro Manila – Muntinlupa City, Metro Manila

Job date: Fri, 10 Jan 2025 08:08:17 GMT

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