Sr Business Control Specialist (Merchant Services)

Job Description:

Line of Business Role Description

The Senior Business Control Specialist assists the development and execution of internal controls and operational excellence within Operations, with a focus in one of the following areas; Client Experience and Complaint Management, Operational Risk Requirements, Governance and Reporting, and Operations and Controls. The Specialist acts as an ambassador of the risk culture, with an emphasis on a strong strategic approach to regulatory compliance that meets the needs, while also accommodating future growth.

• Lead the execution of internal control discipline and operational excellence within the line of business.
• Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans.
• Execute line of business specific process and tools to drive adherence to enterprise-wide standards.
• Support the implementation of processes within the line of business through ongoing monitoring and testing of controls.
• Identify issues and/or control improvements for remediation, while leading the build-out of action plans and milestones.
• Serve as a point of contact and SME in partnering with Risk, Audit, Legal, Human Resources, line of business associates and regulators.
• Client Experience and Complaint Management:
• Complaint outlier tracking, investigations and performance management liaison. 
• Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management.
• Process documentation and identification of operational control metrics, level of risk measurements and reporting. 
• Develops QA/QC test scripts and measurement systems for existing and new controls. 
• Leads risk reduction plans on non-performing controls.
• Perform portfolio monitoring.
• Operational Risk Requirements, Governance and Reporting, Issue Resolution:
• Leads the line of business operational risk functions including:
• Business Continuity Resolution planning
• System access controls, privacy
• Third party partner management oversight and controls.
• Prepares and facilitates local governance and reporting routines including: Operational Risk Forums and Control Dashboards.
• Leads the development and implementation of Policies, Standards and Practices.

Required Skills

• 3 to 5 years of risk management, compliance, operational controls and/or LOB experience.
• Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
• Project management experience – participant or lead including Six Sigma, PMP and or Agile certification.
• Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.
• Demonstrated leadership while managing operational risk to appropriate requirements and standards.
• Sound judgment.
• Ability to as act as a trusted advisor at all organizational levels, including ability to develop and deliver substantive presentations to executive leadership.
• Demonstrated ability to work in a team environment and collaborate across the organization.
• Strong strategic thinking with ability to focus on end-to-end operational risk activities and their respective value.
• Understands and executes balance between growth, risk and profitability.
• Excellent written and verbal communication skills.
• Strong collaborative and facilitative skills, including relationship building skills
• Ability to build consensus and skillfully influence throughout the organization.
• Microsoft Office Suite products, including but not limited to Visio, Excel, SharePoint and Project.

Desired Skills

• Preferred experience in Merchant Services

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