Heather Mcgranahan Email & Phone Number

Buffalo, Ny, Us

Alden, New York, United States

Primarily responsible for management and oversight of Compliance Risk while promoting a strong culture of compliance across the bank. Managing a focused team of individuals responsible for monitoring the bank’s compliance with applicable laws and regulations. As the focal point of the program, some key responsibilities include (but are not limited to):• Work with operational managers to develop, and, when necessary, update compliance procedures required by the Program for each functional area of the bank.• Implement the compliance risk management program. • Report to the Board of Directors of the Bank at least quarterly on significant compliance matters and on the effectiveness of the compliance risk management program. • Correct any violations of applicable Consumer Law identified through compliance monitoring or audit; determine the root cause of such violations and assist operational managers in revising procedures and internal controls to prevent future violations; determine and provide appropriate remediation to affected consumers commensurate with the degree of any harm suffered.• Supervise compliance personnel in the monitoring of compliance procedures to reinforce and test the effectiveness of employee compliance activities and communicate the results of such monitoring to appropriate management.

In this role I processed a regulatory and business "review and challenge" as it pertained to high-risk complaints in the consumer space consisting of a fulsome review of the complaint, determining gaps and/or areas of opportunity in the involved Lines of Business processes and handling of the complaint, and reviewing for Regulatory implications, looping in compliance SMEs and legal partners. I also tracked material issues consistent across multiple consumer complaints and determined if a corrective action or finding should be opened for tracking and issues management purposes.• Headed the Compliance Welcome Committee, a group of Compliance peers designated to formalize and implement a new hire initiative to all parties involved with onboarding a New Hire in compliance risk management.• Created the New Hire Onboarding SharePoint site, launched and communicated across CRM in May 2023

In pursuit of further developing my leadership abilities, I have completed the Operations Management Program, an exclusive training cohort offered to a select few candidates. In my current role, I am part of the Compliance Risk Management Governance Team, primarily responsible for any ad-hoc requests from Compliance Stakeholders surrounding current program issues, policy and procedure updates, and ad-hoc reporting, as well as executing any exam and audit requests. I am also the admin for multiple processes that touch key stakeholder areas across Compliance, Operational Risk and Enterprise Risk.

After being a Group Leader in Card services for 9 months, I was promoted to Banking Officer in the same role after only a 18 months with the bank based on my leadership, communciation and training skills as well as my overall knowledge and work ethic that were developed over the course of my time in the Group Leader role.

Buffalo, Ny

After being recognized as a leader amongst my peers, existing Group Leaders, and management I was immediately promoted to the role of Group Leader when a vacancy was created. While in this role I have been responsible for the coaching and training a staff of 12-14 investigators including new hires, senior staff, and other Group Leaders throughout a period of high turnover and change. As well as conducting audits of finalized claims and losses to monitor investigator performance used to administer coaching and feedback to investigators and management. Additionally my highly specialized knowledge of department processes and procedures has allowed me to serve as a Subject Matter Expert to department staff, management, and business partners, leading me to serve as a primary point of contact within the area. In my role I am continuously working with business partners to cultivate relationships and find resolutions to accomplish organizational goals.My knowledge, experience, and dedication have also provided me the opportunity to provide input on procedural and process improvements within the department. As department systems and processes continue to evolve I maintain a key role in testing, reporting, and providing feedback on application updates and department changes.As I have continued to develop in my role, management selected me as a participant in an internal Operations Management Program that will provide me all the applicable training to transition to a management role in the next 18-24 months. As part of the program I have completed the following coursework: Time Management, Process Mapping, RCSA & KRIs, The Customer Experience.

As an Operations Associate on the Debit Card Fraud Team, I performed fraud investigations related to customer debit card disputes including research, analysis, and use of judgment to determine rights available through Visa and overall likelihood of case. I maintained a working knowledge of Regulation E and Visa Operating Rules and Regulations as they pertain to fraud disputes. Also, I interpreted bank, customer, and merchant documents regarding ongoing cases as well as interacted with business partners including branches, TBC, and Enterprise Security to resolve and research cases.

Kenmore, Ny

I worked with customers, technicians, monitoring authorities and state agencies to deliver interlock monitoring products and services. It was my responsibility to address and resolve customer complaints as well as provide comprehensive, timely responses to all BBB complaints to mitigate reputational risk to the company. This role allowed me to work independently outside of a typical office setting which further instilled a strong and trustworthy work ethic I still leverage in office settings today.While in this role I maintained client payment plans and attached proper documentation when deemed indigent by a court affiliate. As part of the maintenance of payment plans, I collected on delinquent accounts on a weekly basis including calculating fees, removing holds, and contacting customers.I served as Judicial Services Liaison at conferences including COPA (NY) and PANJ (NJ) while also maintaining exceptional business relationships with all monitoring agencies in NY, NJ, CT, and RI. Due to the ever changing regulatory environment, it was my responsibility to maintain an expertise in regulatory matters affecting interlock devices and providing technical and troubleshooting support to technicians and others as required.

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Bachelor Of Science (Bs), Criminal Justice

Regents With High Honors