Job Description

Under the guidance of Cash Customer Operations (CCO) Operational Risk Lead, the issue management lead will design, implement and oversee the issue management program for CCO. 

Within the Operational Excellence Team, this role will have end to end responsibility  of the centralized Issue management process including: program development, training, template design and management, identification of new issues, prioritization of remediation activities, remediation identification, and ongoing testing. 

You will:

• In collaboration with the Operational Risk and Operational Excellence Leadership, design, development and implementation of the CCO issue management program 
• Facilitation of the Issue Management program across CCO
• Training of stakeholders on issue management and onboarding to the program 
• Oversight of remediation for all CCO issues including regulatory findings including design plans, stop gaps, and execution for remediation
• Partnership with key individuals within the organization to reduce risk exposure, and remediate open issues in a structured manner
• Participates in efforts and/or activities that ensure compliance with applicable federal, state, and local laws and regulations
• Identifies gaps and inform solutions that minimize losses resulting from inadequate internal processes, systems or human errors
• Identifies gaps and inform solutions that minimize losses resulting from inadequate internal processes, systems or human errors
• Plan, schedule and track timelines and milestones towards corrective actions and remediations
• Communications related to issues including the leadership, stakeholders, and bank partner including regular reporting of status to stakeholders and  Senior Management
• Regular engagement with business stakeholders including product, legal, and compliance
• Review incoming escalation cases and assess appropriate prioritization and ownership
• Monitor any emergency cases and coordinate immediate response teams into action
• Develop and evolve Issue Management best practices and documents

Qualifications

You have:

• 5+ years of experience in Issue, Risk, or Control Management
• General understanding of relevant financial services regulation and supervisory expectations for large complex financial institutions
• Demonstrated ability to think strategically, analytically, and creatively problem solve
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Meaningful knowledge across the enterprise risk management and/or operational risk management frameworks, including risk identification, risk strategy, processes and controls
• Experience planning and organizing cross functional work, building teams, and managing stakeholder groups to drive complex, high-priority efforts through to completion
• Ability to communicate to executive leadership through written and oral presentation/documentation
• Experience providing practical advice under pressure and prioritizing work.
• Track record of managing internal relationships and demonstrated experience in leading sustained change and change management efforts
• Experience contributing at both the strategic and tactical level, focused in collaboration and leading by influence.
• G-Suite & Slack (or similar communication platforms)