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Sr. Director of Quality Assurance, Remediation & Correction (Business Control and Risk Management)

Apply Req ID: 2002146
Sr. Director of Quality Assurance, Remediation & Correction (Business Control and Risk Management)-2002146


As a member of the Technology & Operations organization you will be part of the team that serves the needs of Santander Bank, N.A., including products and services for personal, business and corporate customers.  Our people are at the heart of everything we do.   We are committed to teamwork, and we encourage collaboration and innovation to be a smart, customer-focused and solutions-oriented organization
- The Technology Team supports the development, implementation and ongoing maintenance of all banking systems.  This team has the expertise and commitment to develop high-quality solutions to meet the needs of a fast-paced and complex operating environment.
- The Operations Team supports the processing for all the bank’s transaction channels.   Each day, this team excels when faced with opportunities and challenges to make a meaningful, error-free difference for our customers.

Reporting directly to the Head of SBNA Operations, the Sr. Director of Quality Assurance, Remediation, and Correctionis responsible for monitoring the company's exposure to risk and ensuring all policies, procedures and regulations are followed across the bank.  As a first line of defense, this incumbent will ensure QA/QC across the banks operations to evaluate the effectiveness of internal controls.  The role requires the ability to identify testing, develop and recommend action plans through root cause analysis with LOB; track and monitor remediation efforts and report key details to Executive Business Leaders and Senior Operations Management.

Duties and Responsibilities
  • Develop a First Line of Defense (FLOD) to identify and remediate process gaps that pose a risk to the business that are either Regulatory/Financial or Reputational in nature
  • Lead staff to ensure test plan/process is properly and consistently executed, ensuring correct and timely review of responses from Operations
  • Maintain a comprehensive Quality Assurance framework covering Operations which complies with all regulatory requirements
  • Oversees preparation and review of monthly tracking and reporting that detail and summarizing test findings, as well as assisting in determining what additional testing and reporting would help achieve strategic goals more effectively and efficiently
  • Performs monthly, quarterly and annual reviews as required
  • Defines, develops and executes innovative and new solutions that improve Santander's overall processes
  • Reviews and analyzes all business metrics with the objective of continuous process improvement

Key Focus in the Following:


  • Maintain Governance of annual procedural updates
  • Challencge procedures to ensure high quality and alignment to standardized templates
  • Link procedures to existing risk and control programs, specifically RCSA
  • Rationalize procedures within the Businesses to ensure efficiency and proper allocation

Quality Control:

  • Build Quality Control framework inside operations
  • Drive consistency in operations quality control activities, and reporting
  • Identify opportunities for enhancements to controls and supporting QC activities


  • When customer remediation’s are identified complete or ensure consistency in completion of activities
  • Deep dive root cause to ensure existing remediation plans are comprehensive
  • Build and manage customer and control remediation

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.  We actively encourage everyone to apply.


  • Bachelor's Degree or equivalent work experience
  • Master's degree preferred
  • 12-15 years of relevant work experience within the banking industry, at least three of which must be leading a QA/QC function and/or overseeing a testing function (ie. compliance, audit, etc.)
  • Strong knowledge/experience with banking regulations
  • Ability to understand complex technical systems and the business processes they support; synthesize the corresponding risks and controls and recommend adjustments
  • Excellent communication skills, including an ability to influence stakeholders across the organization, to speak effectively in small and large group settings, and to write clearly in internal memos, presentations and emails
  • Comfortable presenting performance data to large groups and senior executives
  • Deep knowledge of general organizational operations and procedures


:Business Control

Primary Location

:Massachusetts-Dorchester-2 Morrissey Boulevard - 06367 - Columbia Park-Corp


:SBNA Operations (5000)



Job Posting

:Jul 10, 2020, 2:53:58 AM

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