Information Security Compliance• Coordinate external audit activities (customer-initiated, SSAE18 SOC1/SOC2, SOX, etc.) including authoring control narratives, test procedures, and testing/validation of controls• Manage the remediation activities from audit findings and compliance-related issues.• Collect compliance and evidentiary reports and review for accuracy and completeness.• Support, implement, and maintain information security and compliance policies, standards, and procedures.• Coordinate responses to customer Requests for Information (RFI).• Lead Information Risk and Compliance projects by coordinating activities and timetables with Business Units and other resources.Projects and Initiatives• Standardized QA process to ensure consistent quality, identify improvements, and enhance process efficiency.• Developed an Employee Appraisal Calculator & Self-Assessment Template to optimize annual budget allocation.• Implemented an Employment Requirements Tracker to streamline compliance and mitigate related risks.• Streamlined onboarding processes to set proper expectations and improve security and compliance.• Spreaheaded IT and HR Connect tools to manage respective inquiries, track volumes, and generate reports.• Developed social media strategies to build brand presence and attract future talent.• Optimized official company communication program for improved communication through different channels• Developed a comprehensive resource for documentation, guides, and templates for people managers.

Business Strategy & Excellence •Conducted Bus. Review Process to ensure the quality assurance steps performed on a review and the scripts used are aligned with the Auto Policies and Procedures•Acted as liaison between Quality Mgrs, Script Developers, Bus Owners/Leaders, and Other Bus Strategy & Support teams on various review processes to resolve gaps and address opportunities identified in the processProjects & Reports•Drafted and managed a Manager Playbook as a collective resource of local policies and procedures from onboarding new hires to daily support as a manager•Developed a report via Excel which measures the accuracy rate of on-shore and off-shore Quality Assurance Teams and communicated monthly results to BRP Leaders•Developed a report which tracks and consolidates observations made by the Quality Teams on various reviews to identify trends and address any related opportunities for process improvements and communicate monthly results to BRP Leader•Managed a project that creates a data warehouse for monthly KPIs and can generate monthly reporting needed for Auto leaders to help them achieve their monthly goals •Produced reports in Excel to analyze weekly KPI results from QMs and provided insights to ensure monthly targets are met•Developed and designed a report on compliance of learning courses for Consumer Lending India and the PH leaders to ensure all business required courses are completed on or before due dates raising the compliance rate in Consumer Lending IND & PH •Developed a budget utilization report to provide leaders with current spending and the remaining allocated budget•Collaborated with other specialists from different LOBs within Consumer Lending PH to support leadership on monthly reports on a site level, capacity planning, utilization, and other reports needed by senior leadersLeadership•Oversaw, managed tasks, and provided support/trainings to a team of 6 within Auto to ensure reporting needs of the group are met

Strategy and Administration• Addressed escalations from Team Members to ensure that branches and drill teams are compliant with the post-drill documentation standard and that documentation is completed on time • Conducted a 20% quality assurance as a last layer of control to ensure the quality of worked items is met before submission• Forecasted volumes and scheduled manpower allocation on different tasks to meet the team's monthly deliverables• Provided floor support to resolve immediate queries from Team Members• Coached Team Members on process/audit findings and opportunities for improvement• Arranged meetings and collaborated with business partners to establish and document process in Open Text• Monitored queues to ensure items are processed and addressed timely• Facilitate team discussions/meetings to address concerns, process gaps, and any other team opportunities• Monitored progress of assigned Adhoc tasks to Team Members to ensure completion, make adjustments as needed, and provide support when necessary

Strategy and Administration (Sr Ops Processor internally)• Coordinated with Branch and Service Managers to ensure that the standard post-drill documentation is met and ensure compliance with state regulations and policies• Conducted peer review audits to ensure the quality of worked items on pre-work and post-work activities on SDB Escheatment process are met before submission• Addressed Team Member process-related queries and clarifications as Subject Matter Expert of Safe Deposit Services-Escheatment Process and Records Management Process• Facilitated process training of new Team MembersProjects• Drafted and maintained a playbook for Team Members as a one-stop-shop of resources of policies and procedures• Drafted a training plan from onboarding to go-live of new Team Members• Co-Designed a tool that tracks productivity, identify priority and automatically assign item from the queue, and automate sending emails

Strategy and Administration (Ops Processor internally)• Conducted pre and post-work activities on the escheatment process of past due safe deposit to mitigate risks involved and ensure that branches and the company are compliant with the State Rules and Regulations.Projects• Developed a Rewards and Recognition program for our team to recognize Team Members for their contributions and for going beyond expectations.• Developed an excel tool that tracks and identifies the priority of items in our queue