The Quality and Compliance Manager is responsible for building strategies and systems that enable team members to achieve project goals. This role manages the day-to-day operations of the team, providing guidance to meet daily and monthly targets while ensuring all Quality Assurance (QA) deliverables are executed with accuracy and timeliness.

Key Responsibilities:

1. Process Improvement & Quality Assurance

• Drive Improvement: Lead improvement projects and activities across the program.
• Audit & Execution: Ensure the QA team deliverables are executed timely and accurately.
• Data Analytics & Executive Storytelling: advanced data analytics and executive storytelling expertise to interpret large datasets, design KPIs, and conduct root cause identification , effectively translating complex operational drivers into clear, high-impact narratives and board-level presentations that guide strategic leadership decision-making.
• Design: Design or redesign business processes to optimize performance.
• Collaboration: Work closely with Operations and Training teams to collect data and assess current situations.

1. People & Performance Management

• Leadership: Manage and provide guidance to direct reports, typically consisting of Quality and Compliance Supervisors and/or Senior Quality Auditors.
• Mentorship: Coach and mentor Quality and Compliance Supervisors, Leads, and process improvement projects.
• Staffing & Development: Ensure programs are adequately staffed and all personnel are trained.
• Framework Implementation: Identify competencies, gaps, and strengths across the team to implement performance improvement systems.
• Objective Setting: Assist Department Heads in setting SMART (Specific, Measurable, Achievable, Relevant, and Time-framed) organizational and individual targets.

1. Regulatory & Technical Compliance

• Banking Knowledge: Maintain a strong understanding of electronic funds transfer systems, reconciliations, chargebacks, and US banking regulations.
• Regulatory Expertise: Apply knowledge of Reg E, Reg Z, UDAAP, and payment processes.
• Network Standards: Utilize experience with payment environments such as the VISA and Mastercard networks.

Qualifications & Requirements

General Requirements

• Experience: Minimum 3 years of compliance management in banking/financial services; Experience with auditors and bank partners is a plus.
• Technical Skills: Advanced Excel skills and proficiency in Microsoft Office Suite and Google Suite.
• Communication: Excellent written and verbal communication skills with the ability to deal with people at all levels.
• Aptitude: Strong analytical, critical thinking, and problem-solving abilities.