Manage the staffing and budget for the Quality Assurance department.
Design and implement a comprehensive Quality Assurance program to meet the requirements of all agencies and regulatory bodies involved with US Mortgage Lending and Servicing businesses (Property Valuation, Origination Underwriting, Property Preservation/ Inspection, Real Estate Management, Default Management, Loss Mitigation, Title Insurance and Services, etc).
Work with internal Legal/ Compliance staff to ensure that all business processes are compliant with all state and federal regulations.
Interpret regulatory requirements and investor guidelines and develop Quality Assurance programs for all Lines Of Business. Also, build a tracking/ reporting mechanism to periodically communicate results/ opportunities identified.
Periodically evaluate all business processes for risk/ gaps and determine scope and frequency of testing in these processes. Also, establish minimum quality standards based on inherent risks in the process.
Implement strong feedback loop between Training, Business Unit, Compliance and Quality Assurance groups to ensure staff and management are aware of results and areas for improvement.
Work closely with the Operational Excellence group to lead process improvement initiatives which exhibit significant savings across the organization. Complete a specific number of planned process improvement initiatives for the year.
Manage a global workforce (onshore and offshore) of QA staff performing audits for multiple LOBs.
Establish processes and Standard Operating Procedures that will help develop the QA staff into Subject Matter Experts on all federal/ state laws and business policy and procedures.
Build a repository of business/ process guidelines and fraud trends to be used as a reference tool for others within the organization.
Effectively communicate with all levels of staff and management within the organization.
Key Result Areas:
Manage QA staff across geographies.
Execute Risk Control and Self Assessment for different processes
Improve customer satisfaction and quality scores for all Lines of Business.
Improve efficiency and effectiveness of staff throughout the servicing functions.
Lead and successfully execute process improvement projects across the organization.
Minimum of 10 years of experience, including a minimum of 5 years managing either Quality Assurance or Process Improvement teams.
Six Sigma or Lean certification is preferred.
Experience in Operational Risk management.
Excellent verbal and written communication skills and a passion for providing excellent customer service.
Strong Analytical Skills, High attention to detail, Ability to multi task in a fast paced and high risk environment.
MBA from a top business school desired.