Sr. Manager, Business Control Testing

About the role

As Chime continues to grow, we’re enhancing our business control testing capabilities to ensure Chime’s Operations and Member Services maintains an internal control environment that meets regulatory requirements. The Sr. Manager, Business Control Testing will be responsible for leading the operational tasks, strategic vision, and development of the control testing team. This role will own control testing for complaints handling, dispute intake &  investigations, fraud, and other processes. This will include building out a framework for first-line control testing and reporting, working closely with Compliance and other cross-functional teams to ensure Chime’s adherence to bank partners and regulatory requirements. This role offers a unique opportunity to make a meaningful impact on how we serve our members and uphold our company value of Respecting the Rules. 

The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you will provide

• Business Control Testing Leadership: Develop, implement, and maintain a robust, risk-based control testing program for the Operations and Member Experience teams, ensuring compliance with regulatory requirements and alignment with best practices. Lead a high-performing team conducting control testing activities, including the design and execution of test scripts, and provide oversight for quality control reviews focused on consumer complaints and disputes.Quality Control Oversight: Oversee quality control processes across complaint handling and dispute resolution functions, identifying gaps, potential risks, and areas of improvement. In partnership with Compliance, establish and maintain quality control methodologies to monitor compliance performance, report on metrics, and assess process effectiveness.
• Regulatory Compliance Focus: Ensure compliance with relevant regulatory standards and bank partner expectations. With support from Compliance, stay current on regulatory changes affecting consumer complaints, disputes, and member experience, and proactively recommend updates to process controls and processes as needed.
• Cross-Functional Collaboration: Act as a liaison between Operations and Member Experience, Compliance, Legal and Risk Management teams to ensure seamless integration of controls within business processes and comprehensive risk and control identification and assessment.
• Issue Management and Remediation: Identify and escalate emerging risks, issues, and root causes related to consumer complaints and dispute handling. Drive remediation efforts, track action plans, and support the resolution of issues to mitigate regulatory and reputational risks.
• Data-Driven Reporting: Develop and maintain regular reporting control testing results, QC metrics, and performance indicators. Deliver reports regarding trends (including compliance and performance metrics), root causes, and action plans to leadership and regulators that drive continuous improvement and / or addresses systemic issues. Provide insightful analysis, highlighting key trends, areas of risk, and improvement recommendations.
• People Leadership: Demonstrate success in leading and developing a high performing team, to ensure consistent and comprehensive control monitoring and insights.

To thrive in this role you  

• Have a minimum of 9+ years of experience in banking or financial services, preferably in control testing, compliance, fraud, dispute, risk management etc
• Have intimate knowledge of consumer financial regulations, such as Fair Lending, UDAAP, Reg-E, Reg-Z, FCRA, FDCPA, SCRA and others to ensure lines of businesses are adhering to the breadth of banking and financial services requirements and associated controls
• Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• Have experience in supporting a control testing function with a leading financial institution or fintech with multiple consumer financial products and services
• Bring strong stakeholder management skills to ensure control reporting receives appropriate visibility and action in coordination with other departments (e..g, Risk, Legal, Compliance)
• Are able to work independently and flexibly while ensuring appropriate transparency and escalation when necessary
• Are able to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic a