Office of the Customer Quality & Operations Execution Lead

Primary Responsibilities

• Lead execution and evolution of the OOC Quality Assurance (QA) program, driving consistency, accuracy, and alignment with complaint handling policies and regulatory expectations.
• Translate QA results into actionable insights that inform coaching strategies, performance improvements, and risk mitigation efforts.
• Support development of enhanced performance frameworks that extend beyond QA scoring to incorporate customer outcomes, operational metrics, and risk indicators.
• Support centralized OOC Operations functions, including: Complaint intake, assignment, and case management processes, Regulatory portal monitoring and case tracking, Customer communications (mail and e-mail), incoming/outgoing mail and workflow coordination.
• Contribute to development and delivery of training, onboarding, and procedural documentation to ensure colleague readiness.
• Identify opportunities to improve efficiency, consistency, and scalability of OOC Operations processes.

Data, Reporting & Advanced Analytics

• Own development and delivery of executive-level reporting and insights, including trends in: OOC Operations performance (including QA, Real-Time Compliance & Operations), Operational efficiency and cycle time improvements.
• Leverage dashboards, reporting tools, and emerging technologies (e.g., AI-enabled insights) to proactively identify risks and opportunities.
• Influence decision-making through clear, concise, and regulator-defensible insights and narratives.

Governance & Centralization Enablement

• Enable the continued evolution of the OOC as the centralized governance and oversight authority for complaint handling across Citizens.
• Partner with stakeholders to define, implement, and monitor minimum complaint handling standards and control frameworks.
• Ensure alignment with internal policies, regulatory requirements, and enterprise risk management expectations.

Stakeholder Influence & Strategic Partnership

• Serve as a trusted advisor to OOC Leadership, OOC Operations, Compliance and CDLS.
• Lead or support strategic initiatives and working groups that advance OOC objectives.
• Influence cross-functional teams to adopt customer-centric, risk-aware practices and drive alignment with CX priorities.