Process & Controls Manager

The Process & Controls Manager is responsible for the development, oversight, and monitoring of controls within Service Delivery with the goal of optimizing service quality and cost effectiveness. This role should have experience in managing process improvement, documenting process flows, and designing and implementing effective right-sized controls. The Process & Controls Manager will be integral in the error investigation & review process working closely across internal teams to identify, resolve and prevent further occurrence of errors. The Process & Controls manager will have excellent attention to detail, a strong knowledge of operational processes, and a penchant for reporting and escalation.

Responsibilities:

• Perform well as an individual contributor and quickly learn our business and proprietary software and build relationships with business stakeholders.
• Design and operate universal controls intended to prevent and detect errors across service delivery teams
• Hold service delivery teams accountable for operation of daily controls
• Create comprehensive controls inventory, including collaborating with Risk to ensure controls are properly scored and mapped to risks
• Map processes, assess control gaps and recommend solutions
• Design and optimize internal controls processes
• Document service delivery procedures outlining controls for each process.
• Prepare reports/presentations for senior leadership to review deficiencies and needed controls
• Act as point person for operational issues and work across teams to investigate, correct and document within the Risk Management System.