Senior Manager-QA

The Senior Manager, Quality Assurance is responsible for driving efficiency, effectiveness, and continuous improvement across the Group Communications Division (GCD).

The role focuses on leading strategic quality assurance initiatives, optimizing business processes, delivering the QA Blueprint Roadmap, and enhancing policies and procedures.

This position requires expert-level business analysis capabilities to align QA activities with organizational objectives, regulatory requirements, and risk management frameworks.

Lead stakeholder engagement across GCD

Act as deputy to the VP – Quality Assurance when required.

Establish, manage, and continuously improve Quality Assurance SLAs to ensure timely and high-quality deliverables.

Lead expert-level requirements elicitation, stakeholder analysis, and negotiation to translate business needs into actionable QA initiatives.

Build and maintain strong relationships with internal departments and external stakeholders.

Lead advanced business process analysis and reengineering using methodologies such as Lean, Six Sigma, and BPMN.

Review and discuss QA reports with VP – Quality Assurance and track corrective actions and resolution timelines.

Support and report on BCM, RCSA, KRI, incident management, and remediation activities.

Ensure QA operations comply with applicable legal, regulatory, and internal compliance requirements and the Three Lines of Defense model.

Apply and champion integrated quality assurance techniques appropriate to business objectives.

Mentor and develop team members in advanced business analysis, process optimization, and QA methodologies.

Drive knowledge sharing and continuous learning across QA and business analysis disciplines.

Maintain the highest standards of data protection, confidentiality, and professional conduct.

Safeguard sensitive customer and bank information and disclose only on a need-to-know basis.

Demonstrated senior business analyst experience within complex, multi-departmental environments.

Expert proficiency in business analysis tools and techniques, including:

Data modeling

Process mapping and optimization

Stakeholder management

Demonstrated ability to synthesize complex information into clear, actionable recommendations for senior leadership.

Strong knowledge of quality assurance frameworks, operational risk management, and compliance requirements.