Manager of TM Quality Support

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Position Summary

This position is responsible for ensuring the highest standards of quality and efficiency in our Treasury Management processes. This role involves developing, implementing, and maintaining quality management systems, policies, and procedures to meet regulatory requirements and enhance customer satisfaction. The Quality Manager will work closely with various departments to identify trends, process gaps and drive continuous improvement initiatives while maintaining oversight of a team of Quality Control Analysts that process customer-initiated requests.

Essential Duties and Responsibilities

• Managing staff, assigning work and ensuring high levels are maintained according to company policies and procedures and legal and regulatory guidelines. Establishing goals and objectives and providing training. Completing performance reviews; making employment decision; coaching, counseling, and developing staff.
• Develop, implement, and maintain the Quality Management Processes for Treasury Management ensuring compliance with regulatory standards, Simmons' policies, and industry best practices. This includes customer service, product implementation, deposit account opening, operational and quality control.
• Identify, analyze, and improve quality operational processes to enhance efficiency, reduce errors, and improve customer satisfaction. Lead continuous improvement initiatives using process improvement methodologies.
• Develop, implement, and maintain a monthly quality assurance review of Treasury Management support functions by conducting monthly inspections to ensure compliance with internal policies, regulatory requirements, and industry standards. Prepare for and support monthly TM Support business report out of overall business quality and adherence to standards through Quality Assurance Process and developed control reporting.
• Identify potential risks within the Treasury Management Support organization and develop strategies to mitigate them.
• Partner, design and deliver training programs to educate staff on quality standards, procedures, and best practices. Foster a culture of quality and continuous improvement within the organization.
• Collect, analyze, and report on key quality metrics and performance indicators. Provide insights and recommendations to BU management based on data-driven analysis.
• Monitor and analyze customer feedback to identify trends and areas for improvement. Develop and implement action plans to address customer concerns and enhance service quality.
• Partner with process owners to work collaboratively with cross functional teams with limited oversight and manager engagement to drive overall quality adherence
• Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.
• Performs other duties and responsibilities as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Skills

• Ability to read and interpret documents such as procedure manuals, general business correspondence and/or journals or government regulations
• Ability to write routine reports, procedures, and business correspondence
• Ability to effectively present information in one-on-one and small group situations, to customers, clients and other employees in the organization
• Ability to speak effectively before groups of customers or employees
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
• Ability to effectively present information to top management, public groups and/or boards of directors

Education and/or Experience

• Bachelor's degree or equivalent combination of education and/or experience.
• 3-5 years banking experience with at least 2 years of quality management within the financial services industry

Computer Skills

• MS Office programs

Certificates, Licenses, Registrations

• AAP Preferred

• Other Qualifications (including physical requirements)

Other

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.

Skills Training:

• Communication, Customer Service, Bank Products and Services, Sales, Telephone

Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications. Simmons First National Corporation and its subsidiaries are committed to Affirmative Action Programs consisting of results-oriented procedures to ensure equal employment opportunities. These programs require positive action in lieu of neutral non-discrimination and merit hiring/performance policies.