This job has expired, please see additional jobs below
Senior Risk Director Customer Care & Experience
Ally
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
Ally Requisition #
18-6226
Job Description
Position Description
SR Risk Director Customer Care & Experience
At Ally, every individual is a risk manager. In alignment with our risk culture, this position will ensure the appropriate identification, assessment, and measurement of risk related to Customer Care and Experience. Further, appropriate solutions will be deployed to mitigate, control, monitor, test, and report identified risks. When necessary, identified risks will be escalated to the appropriate channels to ensure reasonable resolution.
The SR Director of Risk Management is responsible for all aspects of risk management within the Customer Care and Experience organization. Will drive and manage change to ensure compliance with internal and Policies, Standards and Procedures aimed at the protection of our customers and shareholders while delivering a world class customer experience. The SR Risk Director will report to the Executive of Customer Care and Experience will design, implement, and oversee risk management and control practices that achieve maximum effectiveness with minimum disruption to business activities. This will be a hands-on roll, requiring someone who is effective at working across multiple levels of leadership while also working at different levels of detail As a leader on this team, the candidate will be responsible for building out several less mature risk practices, requiring solid planning and project management skills, ability to understand requirements and design practices that optimize efficiency with compliance, and ensure monitoring and testing are in place to identify risks and confirm compliance.
Job Responsibilities
• Promote a strong risk culture by using constructive dissent to appropriately challenge using data and analysis.
• Support the development and refinement of the Risk Appetite Statement by developing, maintaining, and implementing [insert function] risk appetites that align with the enterprise.
• Design, implement, and conduct quality-control activities
• Review procedures to ensure key processes are identified and conform to enterprise policies, standards, and procedures
• Identify, log, track, analyze, develop action plans for, and remediate issues in an effective and timely manner, and perform root cause analyses to proactively identify and remediate issues
• Work with business teams across Deposits, Auto, Invest and Enterprise functions (ECR, ACM, Domain Management, Outbound Email, Brand Management) to assess process risk and ensure appropriate monitoring and testing to mitigate risk and comply with Enterprise Policy and Standards.
• Support development of Strategic Plan in alignment with Risk Appetite / identification of Key Risk Metrics (new or existing) and provide ongoing challenge of KRMs to determine if new metrics need to be identified for the business / strategic plan
• Oversee RCSA and develop monitoring to ensure continuous review and monitoring of process changes, controls, and reporting
• Coordinate, define, and document scenario analysis in accordance with IRM themes and timelines
• Analyze changes and document response plans in appropriate systems. Engage business process owners to assist with analysis and implement change plans, testing, and controls
• Analyze issues and changes for common themes and impact to other business lines and provide reporting and tracking updates to key stakeholders, leadership and Independent Risk Management
• Oversee Business Continuity Planning and apply rigorous challenge
• Implement Quality Review monitoring and reporting
• Promote a strong risk culture by using constructive dissent to appropriately challenge using data and analysis.
• Support the development and refinement of the Risk Appetite Statement by developing, maintaining, and implementing [insert function] risk appetites that align with the enterprise.
• Design, implement, and conduct quality-control activities
• Review procedures to ensure key processes are identified and conform to enterprise policies, standards, and procedures
• Identify, log, track, analyze, develop action plans for, and remediate issues in an effective and timely manner, and perform root cause analyses to proactively identify and remediate issues
• Assist in Scenario Analysis by coordinating with key business partners and documenting the impact analysis to the business.
• Consolidation of monthly reporting of KRMs for the business, facilitating documentation of data flows/data governance process and coordinating Quality Assurance (QA) reviews of Key Risk Metrics.
• Assist with RCSA program by participating in scoping sessions, facilitating the process assessment working sessions, entering data into the enterprise system and develop reporting based on overall results.
• Assist with execution of and/or participation in incident response activities, including key metric and customer response tracking
Qualifications
• Bachelor's Degree or higher
• 7-10 years related experience in risk management or compliance
• Financial Services Industry experience preferred
• Demonstrate excellent interpersonal and communication skills (personal, written and presentation) and work cross-functionally with business and IT staff - influential communication and active listening skills
• Ability to work with complex problems in an ambiguous environment
• Organized, detail oriented, thorough and persistent
• Strong Excel skills; must be able to manipulate details in spreadsheets (merge data sets, run compares, create filters / status indicators, etc.)
• Solid PowerPoint / presentation skills preferred
• Proactive mindset in problem identification and resolution
• Independent and self-motivated
• Flexible/dependable
• Propensity for mentoring and coaching others
• Strong communication and collaboration skills; ability to work effectively across multiple teams
• Ability to think strategically, use sound judgement, and balance short and long- term risk decisions
• Comfortable with appropriate challenge and escalation