Quavo INC

Vice President, Client Processing

Tempe, AZ · Exec

Sponsorship not specifiedDetected 14 days ago

ReactProcess ImprovementVendor ManagementLeadership

About the role

DRE works disputes on behalf of clients on the Quavo platform.
We service roughly eight DRE clients and are investing to grow the business.
As we bring advanced AI tooling into the operation, the work is shifting from manual, mechanical case handling toward skilled review and exception scrutiny - so the onshore team will grow as the offshore footprint contracts.

Responsibilities

manage the ~120-resource offshore partner to SLAs and quality standards, and execute the controlled shift of work onshore as automation matures.
own QA measurement, scorecards, calibration, and continuous-improvement programs across onshore and offshore teams; ensure compliance with applicable regulations (e.g., Reg E / Reg Z) and client requirements.
develop and maintain procedures and job aids, and run training so staff stay current as regulations and tooling evolve.
forecast and manage to task volume, react to swings and backlogs, and keep turnaround and SLAs within target.
partner with product and technology to embed AI tooling and shift the workforce toward higher-judgment review.
serve as the operational leader for DRE clients in reviews and escalations, support onboarding of new clients, and align with other company VPs.
This leader will build and run a new onshore operations center in Phoenix while managing an established offshore BPO partner that handles most case volume today.
Offshore BPO management: manage the ~120-resource offshore partner to SLAs and quality standards, and execute the controlled shift of work onshore as automation matures.
Quality & controls: own QA measurement, scorecards, calibration, and continuous-improvement programs across onshore and offshore teams; ensure compliance with applicable regulations (e.g., Reg E / Reg Z) and client requirements.
Procedures & training: develop and maintain procedures and job aids, and run training so staff stay current as regulations and tooling evolve.

Requirements

10+ years of operations leadership in financial services, including direct management of a back-office dispute operation.
Proven experience leading 100+ agents working cases in a back office at a large financial institution.
Dispute expertise: strong command of dispute/chargeback operations and governing regulations (e.g., Reg E, Reg Z, card network rules).
Buildout experience: track record of standing up, scaling, or transforming an operation.

Nice to have

Experience introducing automation or AI into a back office and managing the workforce transition.
Managed-services, BPO, or fintech experience servicing multiple external clients.
Bachelor's degree
process/quality certification (e.g., Six Sigma) a plus.

Company info

Quavo is the industry leader in fraud and disputes management technology, offering the world's only E2E cloud-based Disputes as a Service solution for issuing financial services organizations.
Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI.
Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

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