Director, Consumer Practices Quality ? Chase Auto & Student Lending, VP Job in Phoenix, Arizona US
Director, Consumer Practices Quality ? Chase Auto Student Lending, VP
The Quality Assurance Director, VP (604) will report to the Head of Consumer Practices for Auto/Student Lending. The QA organization was recently transitioned out of the business into the Consumer Practices organization to ensure objective and independent review of our policies and procedures, particularly as it relates to regulatory compliance and our Treating Customers Fairly principles. The incumbent will lead the Quality Assurance teams for all Auto product channels (Prime, Custom, Direct, Manufacturer) and Student Lending from Originations to Servicing and through Collections, by partnering with the management teams of each service delivery area, as well as the Control Officers for each of the major functions. This leader in the Quality organization will focus on ensuring that we meet our "treating customers fairly principles" in every interaction and delivery to the customer, along with the specific compliance and policy elements that are necessary to deliver against Quality standards. The incumbent will be called upon to represent the business relative to regulatory exams and audits. The candidate must have: (a) a passion to deliver exceptional service to the customer (b) the demonstrated ability to work across functions and businesses (c) the mindset to collaboratively work to drive results for "One Chase" (d) the willingness and ability to challenge our existing practices to support and develop a high quality experience for the customer. (e) Strong understanding of federal regulations and compliance requirements. (f) Strong understanding and application of Treating Customers Fairly principles. Responsibilities will include: Setting the Consumer Practices strategy and direction for quality in each of the service delivery areas. The director will drive this strategy into execution by establishing and implementing a sustainable framework to monitor and evaluate the quality of service delivery in the developing multi-tier service model, across all service delivery units. Leading Quality's relationship with the senior leaders in the Auto Student Lending businesses to provide insight into quality-related performance, as well as issues and opportunities, with a focus on defining quality-related change requirements and execution plans for continuous improvement. Leading a large (150 person+) Quality team across multiple locations in the U.S. (Phoenix, Indianapolis, Fort Worth/Arlington), with responsibility for organization management, structure, staffing, capacity planning, and personnel development. Serving as the Quality senior leader for Auto/Student Lending on any cross-functional team developing the multi-tier service delivery model with responsibility for setting the Quality approach associated with the new model. Must be able to assess the value/risks of different models and approaches to Quality, and make sound recommendations for Auto/Student in order to consider efficiency, while maintaining/ensuring a sound control environment. Creating an agreed upon set of performance measures that effectively gauge our customers experience with our services, enable early identification and resolution of issues, and measure our progress. Reinforcing a process that effectively identifies possible reputational and customer experience risks and ensuring those are reviewed with the appropriate leaders and through existing governance structures. Reinforcing standards related to customer communications that reinforce our Treating Customer Fairly Principles Objectively assessing the customer impact of our policies and practices on the service experience. Establishing consistent communication and education strategies throughout the business to reinforce critical components of a Quality culture.