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).