Operations Manager II - Treasury Management Client Onboarding Quality Assurance

Lead the Quality Assurance function for Treasury Management Client Onboarding, ensuring end-to-end quality standards across Implementations, Operations, and QC teams. Drive quality excellence through team leadership, process governance, and continuous improvement initiatives. Serve as escalation point for complex quality issues and client concerns. Design, deliver, and maintain comprehensive training programs for onboarding teams. Develop, update, and document standard operating procedures (SOPs) for all onboarding processes. Produce monthly quality reports and KPI dashboards for leadership review. Establish and maintain robust quality control frameworks across the onboarding lifecycle.

• Quality Assurance Leadership & Governance
  Establish and enforce quality standards, metrics, and performance targets for all onboarding teams (Implementations, Operations, QC). Conduct regular quality audits and assessments across the onboarding workflow. Lead root cause analysis and corrective action planning for quality failures. Manage the quality escalation process, resolve complex issues and implement preventive measures. Oversee the development and maintenance of comprehensive quality documentation.
• Team Development & Training
  Design and deliver targeted training programs for onboarding team members. Create role-specific competency assessments and certification requirements. Develop knowledge management resources and best practice guides. Conduct regular coaching and performance feedback sessions. Facilitate cross-functional knowledge sharing sessions.
• Process Improvement & Procedure Management
  Analyze onboarding workflows and identify improvement opportunities. Lead process redesign initiatives to enhance quality, efficiency, and client experience. Develop, update, and maintain detailed standard operating procedures (SOPs). Ensure all procedures align with regulatory requirements and CNB policies. Implement change management protocols for process updates.
• Performance Monitoring & Reporting
  Establish and track key quality metrics (e.g., first-pass yield, defect rates, client satisfaction). Generate comprehensive monthly quality performance reports. Present quality trends and improvement initiatives to leadership. Conduct trend analysis to identify systemic quality issues. Develop predictive quality models to prevent future failures.
• Cross-Functional Collaboration
  Partner with Treasury Management leadership to align quality standards with business objectives. Collaborate with Compliance, Risk, and Legal teams on quality-related regulatory requirements. Serve as quality liaison between onboarding teams and other bank departments. Facilitate quality improvement workshops across functional boundaries. Drive enterprise-wide quality culture initiatives.
• Operational Oversight
  Monitor onboarding workload distribution and capacity planning. Ensure adherence to service level agreements (SLAs) and quality benchmarks. Manage quality-related vendor relationships and performance. Oversee quality control activities for new product implementations. Maintain quality documentation and audit trails.

• Minimum 5 years banking operations experience in a financial institutions.
• Minimum 5 years operations management experience.
• Minimum 3 years quality assurance or quality control management experience.