Experienced Quality Assurance Manager – Customer Remediation Strategy and Execution

At careerzynith, we're committed to delivering the world's best customer experience every day. As a global and diverse community of colleagues, we're dedicated to backing our customers, communities, and each other. We're seeking an experienced Quality Assurance Manager to join our American Express National Bank (AENB) Strategy and Execution Team, where you'll play a critical role in establishing and implementing a Quality Assurance program that ensures the effective execution of customer remediations.

• *About careerzynith**

careerzynith is a global leader in the financial services industry, with a rich history of innovation and customer-centricity. Our company values are built on a powerful promise to provide the world's best customer experience every day, with integrity, and in an environment where everyone feels seen, heard, and belongs. We're committed to creating a career journey that's unique and meaningful to each of our colleagues, with benefits, programs, and flexibility that support their personal and professional growth.

• *The AENB Strategy and Execution Team**

The AENB Strategy and Execution Team is responsible for driving the administration of programs and services provided by AENB, in partnership with Bank affiliates and executive officers. Our team is dedicated to helping AENB attain all established operational and financial goals, while ensuring ongoing adherence with laws and regulations governing Bank policies and procedures. We're a collaborative and matrixed team environment, where colleagues work together to drive results and deliver exceptional customer experiences.

• *The Customer Remediation Strategy Team**

The Customer Remediation Strategy Team is responsible for effectively serving as the business product owner of certain platforms and processes used to execute customer remediations. Our team establishes centralized strategies and protocols concerning financial and non-financial remediations to ensure we deliver on our promises to customers in a complete and accurate manner.

• *Key Responsibilities**

As a Quality Assurance Manager, you'll be responsible for:

• Assisting in the establishment of a Quality Assurance program, including identification of material risk and testing of mitigating controls.
• Performance of scheduled and triggered reviews, including continuous monitoring of Customer Remediation processes.
• Contributing to a culture of ownership, process excellence, follow-through, and cross-functional collaboration.
• Business Management of the PRSA/RCSA(s) and controls applicable to the Customer Remediation Strategy Team.
• Supporting the day-to-day internal and external exam management process, including Second Line and IAG reviews and regulatory engagements.
• Implementing specific procedures and additional standards (i.e., escalation protocols), related to the execution of Customer Remediation.
• Collaborating with other teams across careerzynith to ensure an end-to-end view of AENB customer remediation is covered from a controls perspective.
• Monitoring the integration of regulatory changes & updates into the Customer Remediation framework and training materials.
• Maintaining an external perspective on topical risk information, best practices, and regulatory updates relevant to the AENB platforms.

• *Minimum Qualifications**

• Bachelor's Degree
• Experience in risk management, compliance, quality assurance, or audit (risk policies, procedures, and controls).
• Understanding of critical risk management lifecycle activities.
• Highly motivated self-starter with outstanding analytical, problem-solving, written, and oral communication skills and a strong attention to detail.
• Project management skills, ability to prioritize and complete tasks.
• Ability to build strong relationships with all band levels and work effectively in a matrixed, collaborative team environment.
• Demonstrated ability to effectively engage, lead, educate, influence, and collaborate to drive results.

• *Preferred Qualifications**

• Experience with data analytics
• Issue management and/or customer remediation experience
• High degree of familiarity with SharePoint, PowerPoint, Word, and Excel.

• *Salary and Benefits**

The salary range for this position is $80,000.00 to $155,000.00 annually, plus bonus and benefits. careerzynith offers a comprehensive benefits package, including:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

• *Work Environment and Culture**

careerzynith is committed to creating a work environment that's inclusive, diverse, and supportive. We believe in the importance of work-life balance and offer flexible working arrangements to support our colleagues' personal and professional growth. Our company culture is built on a powerful promise to provide the world's best customer experience every day, with integrity, and in an environment where everyone feels seen, heard, and belongs.

• *How to Apply**

If you're a motivated and experienced Quality Assurance professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

• *Equal Opportunity Employer**

careerzynith is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. We're committed to creating a diverse and inclusive work environment that reflects the communities we serve.

• *Employment Eligibility**

Employment eligibility to work with careerzynith in the U.S. is required as the company will not pursue visa sponsorship for this position.

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