Job Description

POSITION SUMMARY:

The Director, Contact Center Governance, Controls & Performance Management is a strategic leadership role responsible for establishing and leading the governance, performance management, financial control, operational risk, compliance, and quality oversight framework for Contact Center Operations. This leader serves as the first line of defense and is accountable for ensuring operational processes, customer servicing activities, technology platforms, and business controls operate effectively while supporting enterprise objectives, regulatory requirements, financial performance expectations, and customer experience goals.

The Director partners closely with Operations, Technology, Risk, Compliance, Finance, Quality, and Change Management teams to drive operational excellence, strengthen controls, improve performance visibility, and ensure successful execution of strategic initiatives. This role is responsible for executive performance reporting, Contact Center Operations Management Business Reviews (MBRs), Balanced Scorecard governance, operational readiness reviews, financial analysis, technology change governance, testing of new system rollouts, and deployment of AI-enabled controls and quality assurance capabilities.

Reporting directly to the SVP, Contact Center Operations, this position plays a critical role in protecting enterprise value, enabling scalable growth, reducing operational risk, improving financial discipline, and driving a culture of accountability, continuous improvement, and data-driven decision making.

JOB FUNCTIONS AND RESPONSIBILITIES:

Governance, Risk & Controls Leadership

• Lead the overall governance and first-line control framework for Contact Center Operations, including policies, procedures, control standards, process documentation, and governance routines aligned with enterprise requirements.
• Identify, assess, monitor, and mitigate operational, regulatory, compliance, financial, and reputational risks across Contact Center Operations.
• Oversee RCSA activities, issue management, remediation plans, corrective actions, audit responses, and regulatory examination support.
• Serve as the primary liaison for Internal Audit, Compliance, Risk Management, external auditors, and regulatory examination teams.

Performance Management & Executive Reporting

• Own the Contact Center Operations performance management framework, including KPI governance across customer experience, quality, productivity, compliance, operational effectiveness, financial performance, and risk management.
• Lead monthly Contact Center Operations Management Business Reviews (MBRs), executive operating reviews, and Balanced Scorecard governance forums.
• Develop executive dashboards, scorecards, and reporting packages that provide actionable operational and financial insights.
• Drive accountability for performance improvement initiatives through structured action planning, follow-up governance, and data-driven recommendations.

Financial Analysis, Accounting & Business Performance

• Apply accounting, financial analysis, and business performance expertise to evaluate operating results, expense trends, control effectiveness, and operational decision impacts.
• Partner with Finance and Operations leadership to analyze cost-to-serve, productivity, staffing efficiency, operational investments, and business performance trends.
• Develop business cases supporting automation, process improvement, technology investments, and strategic initiatives.
• Support annual planning, forecasting, budgeting, expense governance, and financial performance routines as required.

AI, Automation & Intelligent Controls

• Lead the strategy and roadmap for AI-enabled controls, automated quality assurance, and intelligent operational monitoring across Contact Center Operations.
• Leverage AI, machine learning, speech analytics, interaction analytics, automation, and advanced analytics to strengthen oversight, improve quality coverage, and detect risks earlier.
• Develop predictive monitoring, exception management, and automated control capabilities that proactively identify compliance risks, process failures, customer friction, and operational defects.
• Ensure AI-enabled solutions operate within established governance, regulatory, compliance, risk management, and model oversight standards.

Technology Governance & Change Management

• Partner with Technology and business stakeholders to ensure controls, compliance requirements, and operational readiness expectations are embedded into new systems and process changes.
• Lead operational readiness reviews for technology implementations, automation initiatives, and strategic system rollouts.
• Oversee User Acceptance Testing (UAT), business validation, control testing, implementation governance, and post-implementation performance monitoring.
• Ensure operational risks associated with system implementations are identified, assessed, mitigated, and monitored after deployment.

EDUCATION / EXPERIENCE:

Education & Certifications

• Bachelor’s Degree in Accounting, Finance, Business Administration, or related discipline required.
• CA isa must.
• Strong knowledge of accounting principles, financial controls, financial reporting, and business performance management required.

Experience

• Minimum 15-18 years of progressive experience in Operational Risk, Internal Controls, Compliance, Audit, Accounting, Finance, or Financial Services Operations.
• Experience supporting audits, regulatory examinations, enterprise risk management activities, and remediation governance.
• Experience managing operational controls within a highly regulated financial services environment.
• Demonstrated experience in accounting, financial analysis, budgeting, forecasting, and business performance management.
• Experience leading executive scorecards, KPI governance, Management Business Reviews (MBRs), and performance management programs.
• Minimum 5 years of direct leadership experience managing professional teams.
• Mortgage servicing, banking, consumer lending, or financial services experience preferred.
• Experience implementing AI, automation, speech analytics, predictive analytics, or intelligent quality management solutions preferred.
• Experience leading large-scale operational transformation or technology modernization initiatives preferred.

Technical & Analytical Skills

• Knowledge of MS-Office & SharePoint with advanced Excel skills required.
• Strong analytical skills, including ability to develop reports, analyze and interpret data.
• Working knowledge of continuous improvement and Lean principles, with the ability to streamline processes and adapt controls as technology and ways of working evolve.
• Core Attributes
• Excellent written and verbal communication skills.
• Strong organizational skills required.
• Ability to work effectively with global cross-functional teams in a fast-paced environment.
• Ability to juggle multiple competing priorities and adapt to constantly changing business environment.
• Customer-oriented individual.
• Creative problem solver with a proactive approach to mitigating operational risk.

COMPETENCIES

CompetencyDescriptionStrategic Governance & Risk LeadershipCreates sustainable governance frameworks that protect the organization while enabling operational agility, growth, and disciplined execution.Financial Acumen & Business AnalysisApplies accounting, financial analysis, budgeting, forecasting, and business performance expertise to operational decision making.Performance ManagementUses KPIs, scorecards, MBRs, executive reviews, and action planning routines to drive accountability and measurable business outcomes.AI & Intelligent AutomationLeverages AI, automation, analytics, and automated QA to improve control effectiveness, quality oversight, operational performance, and customer outcomes.Change & Technology LeadershipGoverns technology transformation, system rollouts, testing, readiness, and post-implementation monitoring while maintaining a strong control environment.Executive Communication & InfluenceDelivers clear, data-driven insights and recommendations that influence senior leadership decisions and cross-functional execution.Leadership & Talent DevelopmentBuilds high-performing teams through coaching, clear expectations, development plans, accountability, and continuous learning.

WORK SCHEDULE OR TRAVEL REQUIREMENTS

• 3pm to 12 midnight
• Minimal travel requirements