Vendor Quality Specialist - Dividend UCC

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GENERAL FUNCTION: Responsible for conducting Quality Programs, including Call Monitoring, interaction with operational/Vendor management, and process improvement for the supported departments/vendors. Supports the management of vendor on-boarding, measurement, and recertification. Develops and maintains reporting that validates vendor performance alignment with the stated guidelines and controls as outlined in contractual terms. Works in conjunction with impacted parties to resolve projects or performance issues and ensures solution requirements are met. Transforms data into business intelligence by developing and presenting information and insights to stakeholders.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results..by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performs call monitors for vendors.

• Supports development of monitoring plans for critical vendors, and review monitoring plans for all other vendors.

• Gathers, analyzes, aggregates, and reports on risk data to develop solutions to analytical, implementation, and/or execution issues.

• Prepares status reports and presentations to keep all levels of management and internal partners abreast of key milestones, alternatives, and potential risks.

• Provides analytics for Internal Working Groups for critical vendors, periodic business reviews, quarterly business reviews, and monthly performance meetings.

• In conjunction with the Vendor Relationship Manager, proactively identifies, manages, and communicates issues and risks, escalating as appropriate through management.

• Participates in contract renewals in partnership with Sourcing and LOB to ensure that contractual terms are in alignment with the needs of the business.

• Successfully executes reporting and analytics and analyzes data to make proactive recommendations/solutions to drive and enhance vendor/departmental performance.

• Documents, evaluates and improves design of reports and processes to ensure that analytical tools evolve as the business changes and escalates problems of a more complex nature to upper level management for resolution.

• Develops trend analyses and other quantitative reports to determine business trends and partners with leaders to further analyze data and develop recommendations for improvement.

• Business intelligence (i.e. key performance indicators, executive dashboards, reporting, etc.)

• Establishes, fosters and maintains working relationships with peers and management within Bancorp, lines of business, Affiliate partners, Vendors and other key stakeholders.

• Maintains, updates and creates quality processes and procedures documents as needed.

• Partners with Quality Manager to build business relationships with Risk Management and external Vendors to perform call monitors, including participating in vendor calibration sessions.

• Participates in activities that ensure calibration of the quality monitoring program. Works with offshore personnel on issues and dispute resolutions and provides training to offshore personnel as needed.

SUPERVISORY RESPONSIBILITIES: Provides guidance to less experienced or offshore staff, but no direct supervisory responsibilities.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School Diploma or equivalent required.

• Bachelor's Degree or equivalent experience preferred.

• Minimum of 5 years Call Center or related business experience required.

• Must be analytical and possess ability to interpret and apply policies and regulations across a complex business.

• Excellent written and verbal skills.

• Ability and willingness to share product knowledge with co-workers.

• Strong presentation skills and the ability to present data to all levels of the organization.

• Excellent attention to detail.

• Strong customer service skills.

• Must identify opportunities and take action to build trusting strat