Description

Join a dynamic team dedicated to upholding the highest standards in vendor management and quality assurance. Make a meaningful impact by leading process improvements and empowering your team to deliver exceptional results.

Job Summary

As a Vendor Management Quality Review Manager in Card Collections, you oversee a team of Specialists dedicated to verifying law firms' adherence to quality assurance standards. You collaborate with internal and external partners, drive process efficiency, and address escalations with urgency and precision. Your leadership empowers your team to consistently deliver outstanding quality and performance.

Job Responsibilities

• Analyze daily operations, workflows, and trends to identify and implement process improvements.
• Perform root cause analysis and monitor law firm exceptions, executing action plans as needed.
• Collaborate with Delivery Managers and business partners to resolve process gaps and system impediments.
• Prepare and deliver performance and quality reporting to senior leadership, participate in audits, and monitor key performance indicators.
• Train, onboard, coach, and develop staff to foster a high-performing, talent-driven culture.
• Take ownership of processes, including design, procedures, monitoring, and controls, ensuring risk and control issues are escalated.
• Make metric-based and procedural decisions aligned with policies and develop action plans to improve performance.
• Drive continuous improvement by coaching employees on quality and data-entry accuracy.
• Foster an environment focused on risk management and operational excellence.

Required Qualifications, Capabilities, and Skills

• Bachelor's Degree or equivalent work experience.
• Minimum 5 years of management experience, including at least 4 years managing non-phone functions.
• At least 2 years of experience in litigation and legal processes.
• Proven ability to work independently and exercise sound, fact-based judgment in complex situations.
• Experience working with Controls, Compliance, and Regulatory teams to ensure adherence to procedures and laws.
• Strong change management skills and adaptability in a fast-paced, goal-oriented environment.
• Highly organized, with strong analytical skills to interpret data and recommend process improvements.
• Excellent verbal, written, and presentation skills.

Preferred Qualifications, Capabilities, and Skills

• Knowledge of internal systems such as Integrated Collections & Recovery, TSYS2, Convoke.
• Strong PC skills, including proficiency in Microsoft Excel, Outlook, Word, and LMM Suite.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

\n Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.\n
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\n We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.\n