Description

Business Resiliency is a vital component of Operations within Consumer and Community Bank (CCB), ensuring support for employees, customers, and vendors during business disruptions across our global platform. These disruptions may stem from natural or human-caused incidents affecting business locations, technology infrastructure, vendors, and employees. The Business Resiliency Support Services team, a key function within CCB Business Resiliency, encompasses Quality, Controls, Reporting, and Tooling/Automation. This team is responsible for ensuring processes are executed in alignment with firmwide and business standards, while also implementing solutions to enhance the Resiliency and Delivery Management program.

As a Business Resiliency Quality Associate within CCB you will be instrumental in upholding the high standards. In this role, you will work within the Quality and Controls Team to conduct internal process reviews of Business Resiliency Plans and Essential Service Summaries, identifying opportunities for process optimization and collaborating on projects to achieve desired business outcomes. You must be dedicated to analyzing and reporting all issues and findings, providing management with comprehensive information to understand and monitor key operational risks and regulatory concerns. Additionally, you will collaborate with critical stakeholders, including Resiliency Planning, Essential Services, Incident Management, and APAC partners.

Your expertise in Quality Controls will be vital for conducting comprehensive reviews, ensuring compliance with operating procedures, and identifying opportunities for enhancement. Utilizing your automation, you will analyze quality outcomes, identify root causes, and propose innovative solutions. Your strategic thinking will also be essential in understanding the broader implications of quality issues and driving transformative change within the department.

Job Responsibilities:

Master Resiliency & Delivery Management (RDM) policies, procedures, and systems to ensure quality activities are effectively carried outInvestigate emerging issues, conduct root cause analysis, and collaborate with RDM stakeholders to resolve themEfficiently synthesize large volumes of information into clear messages for RDM leaders and stakeholdersUtilize automation tools to inspect and evaluate business opportunities, maintaining high-quality standards and identifying improvement areas within the Business Resiliency LifecycleCollaborate with cross-functional teams to implement automated processes that enhance business assessment accuracy and efficiencyLead department-focused projects that align with business objectives and organizational goalsAchieve results within strict time constraints in a dynamic environment

Required Qualifications, Capabilities and Skills:

Proficient in leveraging automation tools to identify and evaluate business opportunitiesProven track record in process improvement, with effective coordination and communication skillsExpertise in improving and optimizing quality automation processes, enhancing testing efficiency and coverageAdvanced user knowledge of Excel, SharePoint, Tableau, TEAMs, LLM, and relevant data systems to enhance business processesStrong analytical skills for assessing business opportunities and providing data-driven insightsDemonstrated leadership skills to guide cross-functional teams towards project goalsExcellent time management and planning abilities for timely deliverable completionAbility to work independently and collaboratively, meeting tight deadlinesStrong relationship-building skills with key stakeholders to ensure successful project outcomes

Preferred Qualifications, Capabilities and Skills: 

3+ years of experience in Quality Control and Quality Automation3+ years of experience in Business Continuity, Financial Services, or a related industryBachelor's degree