Vice President, Client Processing

About the Company

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.

Responsibilities

• Operations center buildout: stand up and run the Phoenix onshore center including site, staffing, and workflows
• Offshore BPO management: manage the ~120-resource offshore partner to SLAs and quality standards
• Quality & controls: own QA measurement, scorecards, calibration, and compliance with regulations like Reg E and Reg Z
• Procedures & training: develop and maintain procedures and job aids to keep staff current
• Volume & service levels: forecast and manage task volume, backlogs, and turnaround SLAs
• AI adoption: partner with product and technology to embed AI tooling into the operation
• Client engagement: serve as the operational leader for DRE clients in reviews and escalations

Requirements

• 10+ years of operations leadership in financial services
• Direct management experience of a back-office dispute operation
• Proven experience leading 100+ agents in a large financial institution
• Strong command of dispute/chargeback operations and governing regulations (Reg E, Reg Z, card network rules)
• Experience managing offshore or outsourced BPO partners
• Track record of standing up, scaling, or transforming an operation
• Executive presence for client and senior executive communication
• Ability to work onsite in Phoenix with up to 10% travel

Preferred Qualifications

• Managed-services, BPO, or fintech experience servicing multiple external clients
• Bachelor’s degree
• Process/quality certification such as Six Sigma
• Experience introducing automation or AI into a back office