External and Internal Inquiries (Third Party) Program Manager

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

You will support Cash Customer Operations’ (CCO) Third Party Response (TPR) team, which is a part of CCO’s Operational Excellence Team.The CCO TPR team provides comprehensive management of all external inquiries (regulators, auditors, legal inquiries, partner inquiries, banking partners, internal stakeholders) across CCO and the program manager is responsible for the administration of the program.  

You work closely with the Legal, Compliance, Head of Regulatory Counsel, CCO Senior Leadership and Global Leadership. You will partner directly with senior leaders across Cash App and Block to create visibility into current and future looking inquiries and requests. You will also partner with the Cash talent team to develop our staffing strategy for this new team, as well as operational leaders to define the partnership model that drives successful outcomes in our examinations, audits and other external inquiries. We are looking for someone who will thrive in our fast paced environment, has experience building and leading high-performing teams, and is capable of operating at a detailed level.

Reporting to the Head of Operational Excellence you will develop and support a TPR program strategy, methodology, templates, technology, and reporting processes. In particular you will: 

• Program Development: 
  • Manage implementation,  administration and continued enhancement of the Third Party Response program, which will include the following:
    • Development of the program strategy and scaling plan 
    • Creation and implementation (in collaboration with CCO Learning team) , training on TPR Policies, program collateral (methodology, templates) and procedures
    • Build a library of responses for future references, response optimization and opportunity identification
    • Work with stakeholders to ensure successful adoption of the TPR process and tools as necessary
    • Build in collaboration with internal stakeholder a remediation efforts of findings identified during the response process
• Program Operations:
  • Successfully manage end to end process of larger scale, more complex regulatory examinations, external inquiries, and ad-hoc requests made of Cash Customer Operations 
  • Drive internal and external stakeholder reporting and insights for the TPR program through collaboration with data teams 
  • Review and conduct consistency and quality checks to ensure accuracy and clarity of responses and other related submission documents
  • Engage with internal and/or external counsel and other legal advisory support as needed to refine regulatory submissions, ensuring all regulatory responses are in the spirit of the law
• Team and People Management: 
  • Continue to build and lead a team in alignment with OE mission and vision and CCO principles and role expectations
  • Provide coaching and support for coordinators across your team.
• Relationship Management and Thought Partnership:
  • Work cross-functionally and develop strong working relationships with internal groups and external partners  supporting delivery of high quality of service, efficiency and scalability
  • Strategic thought leadership around effective representations of CCO’s work to internal and external stakeholders
  • Serve as an interpreter and liaison between multi-stakeholder teams and comprehensively navigating the complexities of regulatory and compliance obligations 

Qualifications

Must Have:

• Minimum 10 years of experience in banking compliance, risk, legal, regulatory or related bank regulatory experience
• Minimum 10 years of financial services industry experience, of which 5 years must include direct experience in Compliance and/or Risk Management
• Minimum 3 years of experience leading and managing te