Assistant Vice President

Essential Functions

• Define and execute the Quality Excellence strategy for BCM, DIG, and Travel portfolios, aligned with business priorities, client commitments, regulatory expectations, and customer outcomes.

• Own the operating effectiveness of quality assurance and quality control frameworks, including risk-based sampling, transaction monitoring, calibration, root-cause analysis, corrective action, and governance.

• Lead, develop, and succession-plan a high-performing Quality organization spanning Assistant Managers, Managers, Senior Managers, Quality Leads, and analysts across locations.

• Establish performance scorecards and executive governance for quality, effectiveness, compliance, customer experience, defect reduction, productivity, and benefit realization; intervene decisively where performance is off track.

• Sponsor and govern a portfolio of Lean Six Sigma, automation, digital quality, analytics, and process-reengineering initiatives from opportunity identification through sustained control and verified business impact.

• Partner with Operations, Transformation, Risk, Compliance, Training, Technology, and client leadership to resolve systemic issues and embed preventive controls across customer journeys and servicing processes.

• Provide subject-matter leadership for BCM processes such as banking operations, lending, cards, payments, collections, fraud and financial-crime controls, and capital-markets operations, together with Travel servicing across voice, digital, and back-office channels.

• Lead quality solutioning for transitions, new-client launches, RFPs/RFIs, due diligence, and transformation proposals, ensuring scalable controls, appropriate resourcing, and measurable value propositions.

• Drive standardization, best-practice replication, audit readiness, and adherence to internal policies, client requirements, applicable regulations, and relevant ISO or quality-management standards.

• Own Quality workforce planning, capability building, budget management, and resource allocation for the assigned portfolio, balancing control effectiveness with commercial discipline.

Primary Interactions

• BCM, DIG, and Travel business and operations leadership

• Client executives, quality, risk, compliance, and transformation stakeholders

• Transitions, Technology, Analytics, Digital, Training, and enabling functions

• Quality Excellence leaders and delivery teams across locations

Organizational Relationships

• Reports To: VP / SVP – Quality Excellence

• Supervises: Quality Excellence Assistant Managers, Managers, Senior Managers, Quality Leads and analysts

Key Stakeholders: BCM, DIG and Travel Operations; Transformation; Risk and Compliance; Training; Technology; Finance; Sales; and client leadership

Skills

Technical Skills

• Advanced command of Lean Six Sigma, DMAIC, DFSS, statistical analysis, process capability, control planning, root-cause methods, and benefits validation.

• Ability to design risk-based quality frameworks, sampling strategies, measurement systems, governance routines, and digital/analytics-enabled quality solutions.

• Strong proficiency in process mapping, value-stream analysis, data visualization, executive reporting, and project portfolio governance.

• Working knowledge of automation, AI-enabled quality monitoring, speech/text analytics, and continuous-monitoring approaches.

• Advanced proficiency in Microsoft Office; familiarity with statistical and business-intelligence tools is preferred.

Process Specific Skills

• Deep understanding of BCM operations, including banking, lending, cards, payments, collections, fraud/financial crime, and capital-markets processes; knowledge of associated control and regulatory environments.

• Strong knowledge of Travel servicing and fulfillment processes across voice, digital, email, and back-office channels, including customer experience and service-recovery considerations.

• Proven expertise in quality assurance, transaction monitoring, complaints and defect analysis, calibration, audit governance, and corrective/preventive action.

• Demonstrated ability to lead complex, cross-functional transformation and improvement portfolios in a dynamic, multi-client environment.

Soft Skills

Functional

• Operational planning and process management to effectively plan, prioritize and execute everyday QC operations

• Knowledge of quality, process improvements, etc.

• Consulting mindset

Leadership

• Strategic focus and strong business acumen

• Demonstrates a global mindset

• Demonstrates an agile, analytical approach and thought process

• Team management experience

General

• Conformance to policies / compliances with auditing skills

• Ability to coach and give feedback on an ongoing basis

• Interviewing skills

• Strong written and verbal communication Skills.

Works at keeping the team strong and motivated: boost team morale and productivity

Education

• Bachelor’s degree required; a degree in business, finance, engineering, statistics, economics, operations, or another quantitative discipline is preferred.

• MBA or equivalent postgraduate qualification is preferred.

• Certified Lean Six Sigma Black Belt from a recognized institution is required; ASQ certification or an equivalent credential is preferred.

• Lean Six Sigma Master Black Belt (MBB certified / trained, or demonstrable experience operating at Master Black Belt level is strongly preferred).