Senior Manager, Quality Assurance and Delivery

Senior Manager, Quality Assurance and Delivery dental insurance, life insurance, tuition assistance, 401(k), retirement plan Rockland Trust is a full-service commercial bank and financial services company committed to helping our neighbors reach their financial goals. Founded in 1907 and headquartered in Massachusetts, we proudly serve individuals, families, and businesses throughout New England with a strong emphasis on personal relationships, local decision making, and community impact. With a broad range of banking, wealth management, and investment solutions, Rockland Trust combines the resources of a growing financial institution with the personalized service of a community bank. Our long-standing philosophy, Where Each Relationship Matters, guides how we work with our customers, colleagues, and communities every day. At Rockland Trust, our employees are at the heart of our success. We foster a collaborative, inclusive, and values driven culture that encourages professional growth, innovation, and work life balance. We are deeply committed to community involvement, financial education, and creating a workplace where individuals can build meaningful, long-term careers. Rockland Trust is seeking a Senior Manager, Quality Assurance and Delivery to join our Strategic Partnership Office. This role is responsible for leading the operating model that supports strategic initiatives and vendor partnerships, ensuring strong governance, effective delivery oversight, and cross-functional alignment. The Senior Manager will partner with business, technology, finance, and vendor teams to drive execution, monitor performance, manage risk, and support informed decision-making across a growing portfolio of initiatives. The ideal candidate brings a blend of leadership, operational excellence, program delivery, and vendor management experience, with the ability to build processes, influence stakeholders, and drive results in a complex environment. Responsibilities Lead governance processes, operating rhythms, and cross-functional portfolio reviews. Facilitate governance meetings, executive reviews, and decision-making forums. Maintain visibility into portfolio performance, milestones, risks, dependencies, and priorities. Ensure initiatives are aligned with strategic objectives and organizational priorities. Develop and maintain governance standards, procedures, and best practices. Vendor Performance & Delivery Oversight Manage vendor performance reporting, scorecards, KPIs, and service-level metrics. Monitor vendor commitments, delivery performance, and contractual obligations. Identify performance gaps and partner with stakeholders to implement corrective actions. Prepare and present reporting and recommendations to senior leadership. Support strong working relationships between business, technology, and vendor teams. Oversee demand intake, qualification, prioritization, and portfolio planning activities. Coordinate resource planning, capacity management, and work prioritization across initiatives. Maintain an integrated view of project schedules, roadmaps, milestones, and dependencies. Partner with Finance to monitor budgets, forecasts, allocations, and actual performance. Identify financial, operational, and delivery risks requiring leadership attention. Risk Management & Process Improvement Establish and maintain consistent risk, issue, dependency, and escalation management practices. Coordinate resolution of significant cross-functional issues and delivery challenges. Lead root-cause analysis efforts and drive continuous improvement initiatives. Standardize and improve processes, reporting, and operational practices across strategic vendor relationships. Drive operational efficiency and effectiveness through process improvements and governance enhancements. Provide leadership, coaching, and guidance to team members supporting portfolio management, analytics, reporting, and delivery activities. Foster collaboration, accountability, and continuous improvement across the team. Support the development of scalable processes and capabilities as the function grows. Qualifications Bachelor's degree or equivalent combination of education and experience preferred. 10+ years of experience in program management, project management, portfolio management, business operations, technology operations, quality assurance, software delivery, vendor management, or related disciplines. Demonstrated experience leading complex cross-functional initiatives and operating in highly collaborative environments. Experience managing vendor relationships, performance metrics, and service delivery outcomes. Strong background in governance, portfolio operations, resource management, and executive reporting. Experience overseeing budgets, forecasts, financial tracking, and operational performance. Proven ability to establish, improve, and scale processes and operating models. Strong leadership, communication, organizational, and stakeholder management skills. Experience with portfolio management, reporting, analytics, and collaboration tools such as Excel, Smartsheet, and related platforms preferred. Benefits & Culture Our goal is to offer our colleagues the most generous benefits package possible. We provide a comprehensive suite of benefits designed to support your health, financial security, and overall, well-being. Benefits include competitive compensation with performance-based incentive awards, health, and dental insurance, a 401(k) and DC retirement plan, LTD and life insurance, paid vacation, day care reimbursement, tuition assistance for undergraduate and graduate programs, an award-winning wellness program, and much more! At Rockland Trust, you'll find a respectful and inclusive environment where everyone has the opportunity to succeed. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Pay Transparency Compensation for this role will be based on a variety of factors, including skills, experience, education, and internal equity. The salary range posted reflects the company's good faith estimate of the range for this position at the time of posting. Actual compensation may vary. In addition to base salary, certain positions may be eligible for additional compensation, including commissions, incentive awards, or stipends. Accessibility & Accommodations We are committed to providing reasonable accommodation to enable individuals with disabilities to perform the essential functions of their roles. #J-18808-Ljbffr Rockland Trust