AVP, Growth Issues Management

Job Description:

Role Summary/Purpose:

As a member of the Growth Engagement & Excellence team, this role coordinates issue management projects and is responsible for oversight and facilitation of all reported incidents and issues within the Growth function. The role serves as the primary liaison between the 2nd Line of Defense and the Growth function to deliver on a robust Issues Management program. In addition, this role has responsibility for developing reporting for emerging issues and assisting with issues trending analysis for all levels of management, including but not limited to the Growth Senior Leadership team. This person will coordinate across the issues management and drive issues through to closure while obtaining all required documentation, approvals and manage the project to meet required deadlines.

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

• Manage activities pertaining to Issues Management including call coordination to track and report accurate descriptions, root cause analysis, action plans, while driving issues and incidents to closure.

• Design and implement process enhancements to promote efficiency and standardization including: templates, workflows, job aids, quality assurance, validation methods, strategies and documentation

• Communicate with tact and diplomacy to influence decisions and gain buy in with various levels of leadership on a regular basis.

• Design and implement process enhancements to promote efficiency and standardization including: templates, job aids, quality assurance, validation methods, strategies and documentation

• Partner with Process Owners, 2 Line of Defense, Legal, and the Remediation COE in establishing procedures and resolution requirements to ensure accurate and timely delivery with regulatory and compliance standards maintained.

• Provide quality assurance via validation activities related to issues including identification of defects, assisting in investigation, solution and escalation.

• Assist in development of dashboard communications to provide project statuses, timing and financial impacts.

• Facilitate reviews and audits with regulators, and 2nd and 3rd line of defense as necessary

• Manage select issues within the Analytics process that require specific Growth knowledge and remediation efforts.

• Work closely with VP, Growth Issues Management to develop/maintain reports to be used for Leadership updates including status updates, trend analysis, and RCA.

• Partner with Enterprise Risk and respond to reviews/requests on Growth Issues to maintain compliance with the Issue Management RM27 procedure 

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree. In lieu of a degree, 8+ years of risk management, compliance, and/or direct process management experience in the financial services industry

• Minimum of 3 years of risk management, compliance, and/or direct process management experience in a financial services industry

• Proficient with Microsoft Excel & PowerPoint

Desired Characteristics:

• Project Management skills and creative problem solving skills

• Demonstrated experience working across a matrixed organization.

• Working knowledge of various tools and platforms to include use and design of workflows and libraries

• Demonstrated organization and time management skills

• Excellent interpersonal, analytical, organizational, written and verbal communication skills.

• Ability to make decisions based on quantitative analysis and creative thinking

• Ability to handle sensitive issues with uncompromising integrity and confidentiality

• Understanding of Growth processes and experience in systems such as eGRC and First Data.

• Goal oriented, self-motivated and ability to work independently with moderate guidance and instruction.

• Demonstrated strategic and process skills with proven ability to execute.

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary