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• Partner with the business units manage all programs and go to market for solutions and changes in risk process or policy which require controls and issues
• Engage cross-functionally stakeholders and build relationships at various levels of the organization to effectively identify and manage programs which require specific specialized seller risk insight both in relation to strategy and operations.
• Document and maintain business processes and corresponding controls, procedures as it related to output of work generated view new solutions or by changes in solutions which mandate a requirement to update or develop new operating procedures for partners and stakeholder organizations.
• Follow change management protocols as they are rolled out for products, initiatives, processes and regulations
• Manage issues for the BU ensuring all issues are identified, recorded and addressed in timely manner
• Work with Conduct and perform root cause analysis for issues identified
• Manage and track all issues/findings to ensure appropriate functional stakeholders and business owners are engaged in defining the issues and management plans
• Provide on-going status tracking and ensure management action plans are closed out in a timely manner
• Develop, manage and generate insights provide transparency and visibility to trends, issues and control status for the Customer Experience business units supported. This will include coordination of customer experience lab based of finding form the solutions team as well as test which the MLA team may have performed.
• Provide analysis and insights to key trends, risks and issues to management during conversations related to specific programs being managed.
• Support special projects and initiatives: special projects vary from strategic initiatives to day-to-day operations. Support needs will vary by project and will require strong SRS related problem-solving skills, excellent written and verbal communications, and ability to multi-task and prioritize effectively.
Education/Experience
• MS/MBA degree or equivalent or 8+ years relevant experience in payment industry, financial services, management consulting firms and/or project management or 8+ years related experience if without MS/MBA degree. 8+ years supervisory experience
• Basic Qualifications
• 8-10 + years of proven experience identifying/evaluating/managing risk and collaborating to drive issue resolution in partnership with key stakeholders
• Knowledge, Skills, & Responsibilities
• Must be detail-oriented, conscientious, thorough and accurate
• Must be self-motivated
• Must be able to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough and accurate
• Strong interpersonal skills, diplomacy, and client service-oriented attitude and mindset
• Proven ability to work effectively cross functional.
• Ability to work globally and cross-functionally and lead change in a fast-paced environment
• Proven ability to function well independently as well as in a team
• Be comfortable in a fast paced and dynamic environment with a high degree of accuracy
• Comfortable working in a fluid environment where roles and responsibilities are still evolving
• Good project management and reporting skills
• Ability to prioritize deliverables and projects to meet timelines efficiently, to adapt to changes in priorities quickly and manage multiple initiatives simultaneously to drive projects to completion and deliver quality materials under tight deadlines
• Ability to facilitate group discussions and run meetings
• Ability to handle multiple projects under pressure
• Well-developed sense of urgency and follow through
• Ability to resolve complex issues and settle disputes equitably
• Ability to determine when to escalate to management and identify the right stakeholders for decision making
• Excellent written, oral and presentation skills with a strong ability to clearly communicate via PowerPoint documents and present information to all levels
• Proficient with tools such as Power Point, Microsoft Project, MS Word, Excel, Access and Visio