Incident Manager, Business Process Excellence

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service. Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Job Description

Global Controllership – Business Process Excellence (BPE)

The Global Controllership – Business Process Excellence team is responsible for

• the roll out and the day-to-day management of our internal LEAN program, providing training, coaching and guidance to the Global Controllership team on continuous improvement
• Business Continuity planning, exercises, and documentation for the Global Controllership team
• Incident Management for the Global Controllership team

Our geographical scope spans four main locations; Amsterdam, London, New York and Los Angeles.

Role Purpose: 

The BPE Incident Manager is responsible for overseeing operational incidents that include potential phishing/fraud incidents from inception to closure. This involves communicating with appropriate stakeholders to scope the incident, collecting relevant facts, and making determination on proper handling, escalation, or disposition. In this regard, the Incident Manager spearheads remediation of the most impactful phishing/fraud incidents facing the Global Controllership team and by doing so effectively, efficiently, and holistically, reduces the impact of those incidents to NBCUniversal and its vendors/customers. This individual is considered the conduit working with various teams across NBCUniversal leading conversations on behalf of the Global Controllership team. 

The successful candidate will be a fast, clear and independent thinker who is naturally curious about end-to-end processes, is metrics and number savvy with an analytical mindset, has proven incident management experience and has the ability to thrive in a fast-paced, customer-centric and ever-changing environment.

Responsibilities:

• Drive incidents to resolution and ensure accurate and timely executive level communications
• Ensure controls that are currently in place are followed and that process deviations are captured and mitigated
• Facilitate investigation and documentation for all Global Controllership Phishing/Fraud Incidents (Business Email Compromise, ACH Fraud, and 3rd Party Compromise etc.)
• Ability to review facts and make a determination of proper incident handling that includes but is not limited to monetary impact assessment, NBCU
• Identify operational process and controls gaps, and recommend process improvements to close those gaps
• Generate phishing/fraud metrics to show the performance of the control framework for management reporting
• Provide support for operational incidents which by nature may be after standard business hours
• Ensure close monitoring of fraud alerts, avoid fraud losses, and ensure that follow-up actions are taken to mitigate future fraud losses
• Act as a liaison between the business, Cyber and the Global Controllership team for the resolution of short and long term mitigation for Fraud incidents
• Lead post-incident reviews to ensure continuous improvement of operations and contribute to the improvement of the incident response process based on lessons learned

Qualifications

Basic Requirements:

• Bachelor’s Degree in an IT or Finance related field and/or equivalent work experience
• 3+ years of Cyber Security or Fraud experience with a minimum of 1 years in Fraud Incident Response, Finance Operations, or similar functions.
• In-depth understanding of financial fraud, cyber threats, adversary techniques, response procedures, and threat detection.
• Willing to work in a fast paced, high demand role that will require nonstandard working hours
• Well organized and able to manage multiple workstreams and escalation paths.
• Working knowledge of core Enterprise IT concepts (web application architectures, networking, etc.)