Control Management Manager

In this role, you will:

• Manage and develop a team to handle complex customer service tasks and create Escalations related initiatives and programs to support business goals and objectives
• Engage internal partners associated with the Escalations functional area
• Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
• Make decisions and resolve issues regarding internal and external client complaints
• Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives
• Collaborate with Customer Service team and first line supervisors
• Interact directly with internal and external customers to resolve their inquiries and complaints
• Manage allocation of people and financial resources for aligned functional area or business group
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications

• 4+ years of Risk Management or Business Controls experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience

Desired Qualifications

• University degree in Business or related discipline.
• Experience in risk management (includes compliance, financial crimes, operational risk, audit, legal, credit risk, market risk, IT systems security, business process management)
• Strong understanding of Process, Risk and Control and experience with RCSA (Risk Control Self Assessments)
• Meaningful knowledge across enterprise risk management framework, including risk identification, risk appetite and strategy, risk-related decisions, processes and controls, risk analytics and governance
• Demonstrated capability to confidently raise issues, escalate early, and engage in constructive credible challenge independently
• Good communication Skills
• Strong written communication
• Attention to detail & critical deadlines
• Sound knowledge of MS Office especially Excel and PowerPoint
• Experience in Consumer and Small Business Banking
• Certification in Risk Management such as ORM/FRM/CISA is desirable
• Strong relationship management skills
• Ability to effectively listen and elicit information
• Experience leading, training, and providing feedback to staff and corresponding managers

Job Expectation:

• Ability to exercise independent judgment to identify and resolve problems
• Time management skills and ability to meet deadlines coupled with experience renegotiating times lines when needed.
• Thorough knowledge of industry standards and best practices around risk management processes.
• Proficiency with risk types, methodologies and frameworks for evaluating or testing controls and assessing results, conducting research, and identifying control deficiencies.
• Experience in assessing risk, reviewing risk ratings, and identifying control deficiencies.
• Experience evaluating the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; additional experience analysing business and/or systems changes to determine impact.
• Familiar with various quality assurance techniques.
• Risk management experience with demonstrated leadership skills and ability to drive improvements.
• Proficient at influencing and consulting strategically across a large organization and with various levels of leadership/stakeholders.
• Experience communicating in both written and verbal formats with senior executive-level leaders.
• Balance strong, innovative problem-solving skills with the practical ability to implement workable solutions to problems in a fast-paced, deadline driven environment.
• Demonstrated negotiation skills, especially with difficult topics when partnering with senior management. This includes the willingness and ability to question decisions, understand direction and escalate issues, where necessary.