Senior Manager, Fraud & Claims Quality Control (QC)

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    "ExternalDescriptionStr": "<p>The Senior Manager, Fraud &amp; Claims Quality Control (QC) is responsible for the <strong>end-to-end leadership, strategy, and execution</strong> of the Fraud &amp; Claims QC program. This role provides oversight of quality control frameworks, ensuring alignment with regulatory requirements, risk management standards, and business objectives.</p><p>This leader is accountable for driving a <strong>robust, forward-looking QC program</strong> that not only identifies risk but shapes operational improvements, enhances control effectiveness, and enables better business outcomes. The role requires a strong people leader with deep Fraud and Claims expertise, exceptional attention to detail, and the ability to lead through change in a complex, evolving environment.</p><p><strong>Key Responsibilities</strong></p><p><strong>Program Leadership &amp; Strategic Oversight</strong></p><ul style=\"list-style-type: disc;\"><li>Own and continuously evolve the <strong>Fraud &amp; Claims QC program strategy</strong>, including frameworks, methodologies, and governance</li><li>Establish and maintain enterprise standards for <strong>QC execution, sampling, testing, and documentation</strong></li><li>Ensure QC programs provide <strong>accurate, comprehensive visibility</strong> into operational performance, regulatory adherence, and emerging risks</li><li>Lead program enhancements, including <strong>sampling model changes, control redesign, and expanded QC coverage</strong></li></ul><p>&nbsp;</p><p><strong>People Leadership &amp; Organizational Effectiveness</strong></p><ul style=\"list-style-type: disc;\"><li>Lead, coach, and develop a team of QC Managers and analysts, building a <strong>high-performing, accountable organization</strong></li><li>Set clear performance expectations aligned to business and risk objectives</li><li>Drive a strong <strong>coaching culture</strong>, ensuring feedback is actionable, consistent, and tied to performance improvement</li><li>Ensure effective <strong>capacity planning, prioritization, and execution discipline</strong> across the team</li></ul><p>&nbsp;</p><p><strong>Risk, Control &amp; Compliance Leadership</strong></p><ul style=\"list-style-type: disc;\"><li>Act as a senior leader responsible for maintaining a <strong>strong risk and control environment</strong> across Fraud &amp; Claims QC</li><li>Partner with Risk, Legal, Compliance, and business leaders to ensure controls are well-designed and operating effectively</li><li>Oversee <strong>issue identification, escalation, root cause analysis, and remediation</strong> of QC findings</li><li>Ensure readiness and support for <strong>internal audits, regulatory exams, and governance forums</strong></li></ul><p>&nbsp;</p><p><strong>Quality Oversight &amp; Execution Excellence</strong></p><ul style=\"list-style-type: disc;\"><li>Provide oversight of QC execution to ensure <strong>accuracy, consistency, and adherence to regulatory and procedural requirements</strong></li><li>Drive alignment across QC teams through <strong>calibration, standardization, and quality assurance routines</strong></li><li>Ensure QC outputs effectively identify <strong>process defects, compliance gaps, and operational risk trends</strong></li><li>Maintain a disciplined approach to <strong>documentation, evidence, and audit readiness</strong></li></ul><p>&nbsp;</p><p><strong>Data, Reporting &amp; Executive Insights</strong></p><ul style=\"list-style-type: disc;\"><li>Own and enhance QC reporting frameworks to deliver <strong>clear, concise, and actionable insights to senior leadership</strong>&nbsp;</li><li>Translate QC results into <strong>strategic recommendations</strong> that drive business decisions</li><li>Identify trends, systemic issues, and emerging risks through <strong>advanced data analysis and reporting</strong></li><li>Drive automation and reporting enhancements to improve <strong>efficiency and transparency</strong></li></ul><p>&nbsp;</p><p><strong>Change Leadership &amp; Continuous Improvement</strong></p><ul style=\"list-style-type: disc;\"><li>Lead <strong>large-scale transformation initiatives</strong> across the QC program</li><li>Drive continuous improvement efforts to enhance <strong>quality, efficiency, and effectiveness</strong></li><li>Facilitate cross-functional working sessions to <strong>solve complex operational and risk challenges</strong>&nbsp;</li><li>Influence stakeholders and drive adoption of <strong>new processes, controls, and technologies</strong></li></ul><p>&nbsp;</p><p><strong>Business Partnership &amp; Influence</strong></p><ul style=\"list-style-type: disc;\"><li>Serve as a <strong>trusted advisor to Fraud &amp; Claims leadership</strong>, providing insights on quality performance and risk exposure</li><li>Build strong partnerships across Operations, Risk, Compliance, and Audit</li><li>Influence decision-making through <strong>data-driven insights, sound judgment, and business acumen</strong></li><li>Represent the QC function in <strong>leadership forums, risk committees, and governance meetings</strong></li></ul><p>&nbsp;</p><p><strong>Qualifications, Education, Certifications and/or Other Professional Credentials</strong></p><ul><li><i>Required Qualifications</i><ul style=\"list-style-type: disc;\"><li><strong>3+ years of leadership experience</strong>, including managing managers and/or leading large, complex teams</li><li><strong>3+ years of experience in Fraud, Claims, or Operations</strong> within a financial services environment</li><li>Demonstrated experience <strong>leading enterprise or program-level initiatives</strong></li><li>Strong <strong>decision-making and problem-solving ability</strong>, with comfort operating in ambiguity</li><li>Exceptional <strong>attention to detail and risk awareness</strong></li><li>Proven ability to <strong>coach, develop, and lead high-performing teams</strong></li><li>Strong <strong>organizational and execution skills</strong>, with ability to manage competing priorities</li><li>Advanced <strong>analytical and critical thinking skills</strong></li><li>Excellent <strong>communication and executive presence</strong>, with ability to influence senior stakeholders</li></ul></li><li><i>Preferred Qualifications</i><ul style=\"list-style-type: disc;\"><li>Experience in <strong>Quality Assurance (QA) or Quality Control (QC)</strong> program leadership</li><li>Background in <strong>Risk Management, Compliance, or Internal Audit</strong></li><li>Experience supporting <strong>regulatory exams or large-scale audits</strong></li><li>Strong understanding of <strong>Fraud &amp; Claims processes across multiple products</strong> (Debit, Credit Card, ACH, ID Theft, etc.)</li><li>Experience leading <strong>process transformation, automation, or change management initiatives</strong></li></ul></li></ul><p><strong>Hours &amp; Work Schedule</strong></p><ul><li>Hours per Week: 40</li><li>Work Schedule: &nbsp;Hybrid Schedule (4 days in Office) Monday – Friday, 8:00am-5:00pm</li></ul>",
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