Quality Control Manager (Assistant Vice President) – Loan Servicing (Commercial & Investment Bank)

Join a team where your leadership and quality expertise drive operational excellence and risk reduction. As a Quality Control (QC) Manager in Loan Servicing, you will lead a team of QC Analysts, set the QC strategy, and partner across Operations, Risk, Compliance, and Technology to ensure effective controls, reduce losses, and improve customer outcomes. This is an opportunity to make a direct impact in a dynamic environment that values innovation, collaboration, and continuous improvement.

As a Quality Control (QC) Manager in Loan Servicing, you are responsible for leading the quality control program across loan servicing operations, with a focus on centralized money movement, loan servicing, and rules-based risk management. You manage a team of QC Analysts, set the QC strategy (coverage, sampling, testing, and reporting), identify control gaps and defect trends, and drive sustainable remediation. You ensure processes and controls operate effectively to reduce operational losses, improve customer outcomes, and maintain compliance with applicable requirements.

Job responsibilities

• Lead, coach, and develop a team of QC Analysts; establish clear performance expectations for quality, productivity, and documentation standards.
• Implement calibration routines to ensure consistent defect identification, severity rating, and scoring across the QC team.
• Build training and cross-skilling plans aligned to servicing priorities, new products, regulatory change, and emerging risk themes.
• Own the QC framework for loan servicing, including control coverage, sampling approach, test scripts/checklists, defect taxonomy, severity/impact rating, and governance cadence.
• Ensure QC activities align to operational risk, business process changes, policy updates, and technology releases.
• Oversee QC reviews for money movement processes, validating accuracy, timeliness, authorization, and traceability of transactions.
• Partner with process owners and risk teams to assess rules-based controls for design adequacy and operating effectiveness.
• Review exception handling quality and confirm appropriate escalation and closure discipline.
• Perform root-cause analysis on defects and drive corrective action plans with measurable outcomes.
• Produce actionable QC reporting and dashboards; present insights to senior leaders and governance forums.
• Support internal/external audits and reviews by providing evidence, narratives, and remediation tracking.

Required qualifications, capabilities, and skills

• Bachelor’s degree or equivalent relevant experience.
• Minimum 5years of experience in loan servicing operations, quality assurance/control, operational risk controls testing, or audit, including experience with transaction processing/money movement.
• Minimum 3 years of people management experience (directly managing analysts or team leads).
• Demonstrated ability to build or mature a QC/testing program (sampling methodology, test design, defect taxonomy, reporting).
• Strong analytical skills and ability to translate findings into clear remediation actions and business outcomes.
• Strong risk and control mindset; sound judgment and attention to detail.
• Root-cause analysis and end-to-end process thinking.
• Ability to influence and drive remediation across Operations, Risk, Compliance, and Technology.
• Clear written/verbal communication and executive-ready reporting.
• High ownership, prioritization, and ability to operate in fast-paced environments.
• Proficiency in Microsoft Office applications.

Preferred qualifications, capabilities, and skills

• Experience supporting centralized money movement functions and/or high-volume transaction environments.
• Experience testing rules-based controls, automated decisioning logic, or exception management frameworks.
• Proficiency with reporting and analysis tools (e.g., advanced Excel; Power BI/Tableau; SQL a plus).
• Continuous improvement background (Lean/Six Sigma) or risk/audit certification.
• Experience with process documentation and audit/exam readiness.
• Experience presenting to senior leaders and governance forums.
• Experience managing cross-functional remediation initiatives.

Additional information

• Reports to: Loan Servicing Controls / Servicing Operations Leader.

• Manages: QC Analysts.

   

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool. 

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.