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Business Control Manager

Charlotte, North Carolina;

Job Description:

The Regulatory and Audit Engagement team sits within the Global Operations Business Controls, Remediation and Regulatory Engagement Team, which is part of the Global Operations Management, Resiliency and Client Programs organization. This team has responsibility horizontal oversight and engagement for Regulatory, Audit and Remediation programs within Global Operations.  Responsible for ensuring change, controls, decision making, internal/external communications and execution are centrally managed while working in partnership with Lines of Business to also create transparency for consistent implementation and oversight.

Serves as a key partner with the Line of Business /Front Line Units (FLU) to identify impacts of program changes, plans to execute change and collaborates with FLUs to ensure process is being completed accurately. Conducts oversight of remediation efforts related to the program, facilitates coordination and evidence collection for program control matrices and supports self-service and agent horizontal and Contact Center Solutions.

  • Demonstrates a strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes
  • Participant or delegate for Executive in cross-LOB committees and forums focused on program and project standards
  • Manages sensitive content / data which requires a high-level of organization and timely delivery
  • Oversight and engagement, including but not limited to remediation plans, status updates and leadership level presentations
  • Material development and coordinating stakeholder presentations including Point of View and Position white papers.

Required Skills:

  • Minimum of 8+ years of business controls, audit, compliance, process design and/or FLU experience
  • Proven executive presence.
  • Ability to work well under pressure, adapt to unexpected events, prioritize and multi-task in a deadline driven environment.
  • Strong and proven ability to drive engagement and executive stakeholder management to align teams for information collection and buy-in as well as delivers updates to senior leaders to support understanding of work in flight, performance, and decisions
  • Outstanding verbal and written communication skills; ability to simplify and summarize complex topics.
  • Proven presentation skills: ability to present key messages, recommendations and information in a clear, concise, and insightful way and synthesize information key to relevant points.
  • Ability to influence effectively at all levels within the organization.
  • Ability to think outside of the box and demonstrate an enterprise mindset.
  • Demonstrated experience in communicating to senior leadership (verbal and written) and leading others within a matrixed environment across various scenarios

Desired Skills

  • Ability to work in an environment that has high visibility and expectations for stakeholder management and influencing
  • High attention to detail and strong organizational skills
  • Ability to analyze and present process and control data and information
  • Strong risk management and governance mindset
  • Dynamic individual with high energy, inclination, and skill to drive change in business
  • Pro-active - takes initiative /pre-empts stakeholder requirements before the connect and prepares accordingly
  • Adaptability, ability to mobilize quickly across the organization when required
  • Logically and confidently conveys point of view with facts & data to influence outcomes
  • Builds trusted relationships with business leaders, team members and managers across global locations

Enterprise Role Overview:

Assist in the execution of internal control discipline and operational excellence within a LOB or ECF. Execute LOB/ECF specific processes and tools to drive adherence to enterprise-wide Standards. Support the implementation of QA/QC processes within the LOB/ECF through ongoing monitoring and testing of controls. Identify issues and/or control improvements for remediation, whilst assisting in building out actions plans and milestones. Acts as an ambassador of the risk culture. Develop and direct staff. Incumbents typically have over 8+ years of risk management and LOB/ECF experience.

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Regulatory and Audit Engagement team sits within the Global Operations Business Controls, Remediation and Regulatory Engagement Team, which is part of the Global Operations Management, Resiliency and Client Programs organization. This team has responsibility horizontal oversight and engagement for Regulatory, Audit and Remediation programs within Global Operations.  Responsible for ensuring change, controls, decision making, internal/external communications and execution are centrally managed while working in partnership with Lines of Business to also create transparency for consistent implementation and oversight.

Serves as a key partner with the Line of Business /Front Line Units (FLU) to identify impacts of program changes, plans to execute change and collaborates with FLUs to ensure process is being completed accurately. Conducts oversight of remediation efforts related to the program, facilitates coordination and evidence collection for program control matrices and supports self-service and agent horizontal and Contact Center Solutions.

  • Demonstrates a strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes
  • Participant or delegate for Executive in cross-LOB committees and forums focused on program and project standards
  • Manages sensitive content / data which requires a high-level of organization and timely delivery
  • Oversight and engagement, including but not limited to remediation plans, status updates and leadership level presentations
  • Material development and coordinating stakeholder presentations including Point of View and Position white papers.

Required Skills:

  • Minimum of 8+ years of business controls, audit, compliance, process design and/or FLU experience
  • Proven executive presence.
  • Ability to work well under pressure, adapt to unexpected events, prioritize and multi-task in a deadline driven environment.
  • Strong and proven ability to drive engagement and executive stakeholder management to align teams for information collection and buy-in as well as delivers updates to senior leaders to support understanding of work in flight, performance, and decisions
  • Outstanding verbal and written communication skills; ability to simplify and summarize complex topics.
  • Proven presentation skills: ability to present key messages, recommendations and information in a clear, concise, and insightful way and synthesize information key to relevant points.
  • Ability to influence effectively at all levels within the organization.
  • Ability to think outside of the box and demonstrate an enterprise mindset.
  • Demonstrated experience in communicating to senior leadership (verbal and written) and leading others within a matrixed environment across various scenarios

Desired Skills

  • Ability to work in an environment that has high visibility and expectations for stakeholder management and influencing
  • High attention to detail and strong organizational skills
  • Ability to analyze and present process and control data and information
  • Strong risk management and governance mindset
  • Dynamic individual with high energy, inclination, and skill to drive change in business
  • Pro-active - takes initiative /pre-empts stakeholder requirements before the connect and prepares accordingly
  • Adaptability, ability to mobilize quickly across the organization when required
  • Logically and confidently conveys point of view with facts & data to influence outcomes
  • Builds trusted relationships with business leaders, team members and managers across global locations

Enterprise Role Overview:

Assist in the execution of internal control discipline and operational excellence within a LOB or ECF. Execute LOB/ECF specific processes and tools to drive adherence to enterprise-wide Standards. Support the implementation of QA/QC processes within the LOB/ECF through ongoing monitoring and testing of controls. Identify issues and/or control improvements for remediation, whilst assisting in building out actions plans and milestones. Acts as an ambassador of the risk culture. Develop and direct staff. Incumbents typically have over 8+ years of risk management and LOB/ECF experience.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22024791

Band: H4

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Aaron Pilotte

Referral Bonus:

0