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Senior Director, Quality and Issue Management

  • Location Boston, MA
  • Category Operations / Customer Service
  • Date Posted 11/19/2021
  • Type Direct Hire
  • Commitment Full-time/Flex
  • Job ID #4229

Leading Financial Services Company seeking Senior Director, Quality and Issue Management.
 

Hours/Schedule:  Full-time, flexible

 

Job Type: Direct

 

Location Requirements: Hybrid    

Rate: $225K plus bonus and benefits

 
Job Description: 

As a Sr. Director, Quality & Incident Management on the Client Operations team, you’ll play a pivotal role by managing and leading teams responsible for incident management and quality monitoring and oversight for company's business. You will be interacting with multi-functional groups at all levels, managing incident response, identifying, and mitigating root causes, delivering reporting, and driving quality through risk identification and oversight of processes.

The ideal candidate will complement the team’s existing talents: For this Sr. Director, Quality & Incident Management role, we need an experienced people leader with proven critical problem detection, analysis and resolution skills, and the ability to collaborate with business partners to help reduce risk and deliver high quality and consistent service to our clients. If you are a self-motivated manager with a passion towards reducing risk, this may be an ideal match for you!

 
Responsibilities:  

 

  • Lead, manage, develop, and empower multiple teams in various locations. Foster a culture of accountability and integrity.
  • Develop, implement, and drive successful oversight program to ensure that company is effectively delivering services to our clients.
  • Lead our Incident Management Program, including effective incident response and resolution, root cause identification and remediation, and incident governance.
  • Engage and influence partners across the organization to ensure effective incident response & resolution and risk mitigation.
  • Develop and provide Executive & Board level reporting regarding incidents and process quality.

 

Qualifications:  
 

  • Bachelor’s degree or equivalent experience
  • 15+ years’ experience in securities, brokerage, financial services, or retirement industry and/or working with regulatory & risk issues
  • Outstanding communication at all levels including executive-level presence skills
  • Ability to lead cross-functional team and influence decision making
  • Thrive in a fast-paced environment with the ability to quickly pivot and lead a team through changes in priorities

 

 

FlexProfessionals respects and seeks to empower each individual and support the diverse cultures, perspectives, skills and experiences of its candidate network. FlexProfessionals does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. The candidates whose resumes are shared with our business clients are selected on the basis of qualifications, merit, and business need.