Head of Support Quality Management (Remote)

As the VP of Support Quality Management for Cash Customer Operations (CCO), you will be responsible for designing and building the company’s operational and customer experience quality program from the ground up. You will deliver the strategic vision of the company’s Quality Management team, set goals, prioritize tasks, guide investment decisions, and lead methodical execution to ensure regulatory and external partner compliance. You will oversee the quality assurance and quality control efforts and design and drive a program that produces data, insights and recommendations that enhance customer satisfaction, mitigate operational and customer risk and ensure a high level of process and procedural quality. In this role you would report to the company’s Global Head of Customer Operations.

Responsibilities

• Plan, execute, and evaluate results of quality audits/reviews and control/operational integrity initiatives.
• Lead the Quality Management Team’s focused review and internal controls assurance, testing assurance, technology/systems assurance, and external and regulatory audit management.
• Lead a team responsible for developing processes for identifying emerging trends through data gathering and analysis.
• Use your deep understanding and ability to innovate to envision and execute on programs covering customer experience quality, procedural and compliance adherence and quality, and decision and outcome accuracy and quality.
• Influence and collaborate with stakeholders across Support, Risk Operations, Legal, Compliance, and Product.
• Own decision-making on complex trade-offs that balance the customer experience, operational scalability, and business impact.
• Be driven by Block’s purpose of economic empowerment.
  
  
  

Qualifications

• 15+ years of audit (internal and/or external), quality assurance/review, internal controls and assurance, risk management, corporate governance, compliance and/or related experience with a strong preference for experience in banking and/or financial services.
• 10+ years of experience in banking and/or financial services and scaled customer support or call centre experience with a deep understanding of operations functions and quality management concepts.
• 10+ years of people leadership experience with experience managing managers and multiple sub-teams.
• Experience in executing internal investigations and reviews, with a focus on internal, financial and operational controls and processes.
• Rich background in client management, data analysis, and resource management and in building executive level partnerships with global outsourcers.
• Experience leading and managing a high performing, high impact team that consistently delivers with a preference for leadership experience in the regulated financial services industry.
• Incredible business sense and a high degree of comfort with ambiguity. You’ve built functions, teams, and/or processes from scratch.
• Quantitative and analytical abilities to analyse an issue, use data to problem solve and determine prioritization, and create a framework for a compelling and inspirational business strategy.
• Excellent written and verbal communication and narrative story-telling skills. You can frame and distil complex information appropriately for different audiences and are comfortable presenting to the company’s most senior leaders.
  
  
  

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