Join Shared Services – Control Management – Consumer & Community Banking as a Quality Supervisor leading the Email Monitoring Team. In this pivotal role, you lead the Email Monitoring team that reviews high volumes of customer-facing emails for adherence to policies, procedures, and regulatory standards. Bring your leadership and analytical skills to optimize processes, communicate actionable insights, and deliver results that matter. This role offers visibility to senior leaders, cross-functional partnerships, and clear pathways for growth.

Job Summary:

As a Quality Supervisor in Control Management, you lead a critical quality assurance function that champions independent testing to proactively identify risks and strengthen the control environment. You are the primary liaison with business partners, communicating results clearly, resolving disputes efficiently, managing escalations appropriately, and ensuring Service Level Agreements are consistently met. You apply data-driven insights to elevate compliance and operational excellence.

Job Responsibilities:

• Lead, mentor, and develop a team of quality specialists and analysts to consistently meet production goals and quality standards.
• Oversee the execution and accuracy of quality assurance reviews for outbound emails, ensuring complete documentation and audit readiness.
• Analyze data and trends to identify and implement strategic improvements that enhance compliance and efficiency.
• Serve as the primary liaison with business partners to communicate results, resolve disputes, manage escalations, and fulfill Service Level Agreements.
• Prepare and deliver concise, executive-ready reporting and quality metrics with actionable recommendations.
• Standardize procedures and refine review criteria to drive consistent, repeatable outcomes.
• Promote a culture of accountability, transparency, and continuous learning through coaching and feedback.

Required Qualifications, Capabilities, and Skills:

• Bachelor’s degree or equivalent experience (minimum 3+ years) in financial services, controls, quality assurance, audit, risk management, or compliance.
• Demonstrated leadership abilities, including independent decision-making, critical thinking, and effective team development.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong interpersonal skills, with a proven track record of collaboration, conflict resolution, and team training.
• Proven ability to manage high-volume, detail-oriented workflows, prioritize tasks, and drive process improvements in a dynamic, agile environment.

Preferred Qualifications, Capabilities, and Skills:

• In-depth knowledge of branch banking, operations, risk, and/or controls.
• Experience in supporting, guiding, or developing teams, with a passion for people management and leadership.
• Proficiency in Excel, Microsoft Word, and PowerPoint/Pitch Pro; familiarity with Share Point is a plus.

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