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GENERAL FUNCTION:

This position is responsible for monitoring and managing the activities of Service Optimization Quality team including but not limited to training, coaching, quality reviews, staffing, goals, and resolving escalated issues, along with project management and strategic planning for Service Optimization quality. This position is also responsible for managing all offshore processes for the department including all on-boarding, training, coaching, and error/escalation management.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Supervises, coaches and provides feedback on performance of the Service Optimization Quality team. Responsible for promoting teamwork and cross training of employees, along with cross-functional cooperation. Manages offshore team ensuring appropriate onboarding, coaching and issue management. Serves as the escalation point on processes contained in the area for all internal and external business partners.

• Analyze Key Performance Indicator data, and identify process improvement opportunities. Make recommendations for systems enhancements or changes that would improve quality and/or productivity. Partners with other departmental managers both within Service Optimization and in Supporting Business lines to complete initiatives and projects.

• Develop and manage processes to ensure consistency and accuracy of quality monitoring program ensuring calibration.

• Develop Quality measurement parameters and onboard processes for teams with new initiatives in the lines of business supported Plans, assigns, and monitors the workflow of a group of exempt and non-exempt employees within an assigned functional area, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained.

• Follows the guidelines, requirements and policies of, Self-Assessment and Risk Management.

• Responsible for overseeing the system Entitlements for all Offshore Service Optimization employees including a quarterly attestation to ensure entitlements are properly administered and controlled.

• Works directly with the supported LOBs to review process and exception processes.

• Ensures expectations for departmental goals around: accuracy, turn time and production volume are met.

• Maintains daily, weekly, and monthly reporting of departmental activity, including production and quality reports.

• Ensures appropriate reporting of escalation of customer service, operational, and/or employee issues to Senior Management.

• Reviews area operational procedures on a monthly basis making recommendations to improve the overall efficiency of the area.

• Serves as point of contact for all internal audit requests.

• Manages the error correction policy and its administration for offshore processes.

• Works to integrate and improve processes by leveraging technology while also maintaining strict QC/QA controls to ensure adherence to departmental guidelines.

• Coordinates new hire training - provide feedback to new hires on departmental processes and procedures.

• Communicates across multiple levels of the organization in a concise and professional manner.

SUPERVISORY RESPONSIBILITIES:

Plans, assigns and monitors the workflow of a group of exempt and non-exempt employees, including assisting/managing special projects, prioritizing and assigning workloads, monitoring and upholding quality standards, monitoring and upholding efficiency standards and ensure the training of new employees to the teams. Supervises, coaches, and provides feedback on performance to the, Service Optimization Quality onshore and offshore staff. Provide employees timely, candid and constructive performance feedback. Develop employees to their fullest potential and provide challenging opportunities that enhance career growth.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree or 3 - 5 years of related business / management experience required.

• Supervisory experience of 2 years required

• Business process experience preferred

• Strong client relationship building capabilities Strong leadership skills, including change management.

• Initiative, detail orientation, strong analytical skills, and decisive decision-making skills.

• Quality experience preferred.

• Experience with Microsoft office products, such as Word and Excel.

• Ability to work with minimum supervision.

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.