Responsibilities Include: Leads data analysis activities, and surfaces performance insights. Leads, builds and supports performance business reviews for the Client Care leadership team. Compiles, analyzes, and provides regular quality reporting to Client Care Leadership and Quality Team. Manages related projects, delegates as needed, and sees them through to completion while organizing and prioritizing multiple ongoing tasks. Promoting accountability among all team members and ensuring the team works as a cohesive unit. Resource planning and allocation, salary administration, organizational adherence to information and security control guidelines, performance and developmental planning and performance evaluations for direct reports. Maintains and updates the Quality Standard Operating Procedures and manages Risk & Control Self-Assessments. Responsible for various internal and external audit and compliance activities including monitoring performance of controls, documentation, and support. Responsible to audit that all quality standard operating procedures are documented, updated and followed. Is the POC and SME for the call recording and monitoring system, supporting internal teams to leverage the tool effectively. This includes supporting the upgrades or development of new quality forms. Handling problems that can be mostly defined and moderately complex without much guidance. Leading global teams across various regions and time zones. Qualifications: - Experienced (Intermediate to expert level preferred) with Credit & Debit dispute handling including intake and processing and knowledge of associated rules. - Minimum of six years' experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, or social media) - Minimum of four years leading teams in a people leader role across multiple regions and across multiple services. Minimum of three years' experience in quality assurance or relevant field. SME level experience with a Call Recording and Quality Monitoring platform. Has proven experience presenting in front of larger groups of people and conveying instructions and objectives clearly. Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools. Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle with the ability to analyze data for trends and write critique. Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering. A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results. Minimum of six years' experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, or social media) Minimum of four years leading teams in a people leader role across multiple regions and across multiple services. Minimum of three years experience in quality assurance or relevant field. SME level experience with a Call Recording and Quality Monitoring platform. Has proven experience presenting in front of larger groups of people and conveying instructions and objectives clearly. Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools. Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle with the ability to analyze data for trends and write critique. Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering. A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.