Robin Chandler Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina

Advanced to lead control governance associated with high-risk regulatory initiatives. Operates across varied Lines of Business (LOB) and cross-functional programs while engaging control owners and managers to invent, adjust, and transform controls and ensure alignment with targeted requirements. Promotes “business-as-usual” engagement to create controls and associated procedures while collaborating with second-line partners in reviewing and challenging risk. • Serves as Process Owner for Sales Practice and Conduct Management (SPCM) LOB expected controls implementation and ongoing monitoring. • Develops Operational Risk Key Risk Indicators (ORKRI) and reporting governance; reviews and challenges ORKRIs for all high inherent risks. • Operates as the central point of contact to Shared Services; manages internal risk assessments, reviews, and challenges. • Liaises and collaborates with business stakeholders related to Enterprise Risk Identification and Assessment (ERIA) and tracks risk, potential impact, and materiality. • Handles Risk and Control Self-Assessment (RCSA) engagement on behalf of Sales Practice and Conduct Management shared services. • Recognized by Senior Leadership for considerable accomplishment as a “Right Hand Person,” including for leading and coaching team members, boosting affinity with regulatory agencies, spearheading mission-critical initiatives, and transforming key business partnerships. Acts as a trusted advisor who is capable of synthesizing data into a cohesive work product.

Charlotte, North Carolina

Transitioned to the organization to lead oversight of Consumer Lending Operational Risk and place an emphasis on processes associated with account onboarding, maintenance and servicing, money movement, and account disposition. Operated across the enterprise to build and sustain the infrastructure for the Digital Innovation team while implementing the four pillars of the department from end-to-end. Managed and led an external Grant Thornton team composed of eight direct reports with dotted line responsibility over four internal team members. • Led as Program Owner responsible for the deployment of the Operational Risk Program Policy, including reporting methodologies such as ERIA, qualitative risk assessments, and policy gap assessments. • Tapped as Transaction, Processing, and Execution Subject Matter Expert for RCSA as well as control organization engagement and second-line engagement. • Functioned as the key point of contact for review and challenge of internal risk assessments for Shared Services.• Coordinated internally with Risk Management to pinpoint and evaluate payment and money movement risk; subsequently provided oversight and guidance to varied LOBs.• Generated and sustained ORKRIs for varied departments, including Home Lending, Personal Lending, Credit Card, and Auto; reported to Senior Leadership on breach and action plans. • Joined with the front-line business to review and strategize on existing controls; played a key role in modification, removal, and formulation of new controls while advising as a subject matter expert on effectiveness. • Performed a multi-year lookback on significant events within the enterprise that led to operational losses; remediated evidence for events that were lacking critical evidentiary sources while implementing process maps and procedures to complete the look back and managing second-line quality control review of events.

Charlotte, North Carolina

Elevated to lead the Global Delivery Center of Excellence and charged with the management of Enterprise Control Functions (ECF) and standards, including vendor management, forecasting, and IT risk management frameworks. Responsible for advancing the risk culture and institutionalizing capabilities in order to drive consistent execution and ensure the effectiveness of processes and outcomes. Led a geographically diverse and multinational team while confirming program adherence with enterprise quality assurance standards and targets. • Created, introduced, and managed the Internal Controls function for operations in India and the United States, which included the work performed by a total of 24K employees. • Served as a strategic liaison to Enterprise Control teams; collaborated to establish routines and procedures used in managing the overall risk appetite associated with LOB vertical and horizontal functions. • Uncovered challenges as well as opportunities for improvement; subsequently assigned Inherent Risk Ratings and tracked metrics associated with risk adherence measurement. • Supervised the end-to-end Risk and Controls Self-Assessment (RCSA) review and RCSA Challenger review, confirmed Inherent Risk Rating, and presented results to Senior Management. • Mentored multiple team members through the Employee Networks on presentation skills, how to interact with senior-level executives, and how to develop an executive presence; engaged in goal setting, strengths development and upskilling, and pursuing targeted agenda items based on the individual’s objectives and drivers. • Provided on-the-job training for new Vendor Managers and spearheaded initiatives within the vendor program to guarantee the distribution and utilization of training materials, templates, and tool tips.

Charlotte, North Carolina

Promoted to manage multiple business functions related to Standards and External and Regulatory Insights. Tasked with the creation of guidelines, process maps, and procedures in support of enterprise-level policies while also maintaining industry trade relationships and participating in working groups, including the U.S. Chamber of Commerce, American Bankers Association, Financial Services Roundtable, NACHA, and more. Guided and provided insight to internal teams. • Strategized with the Development team in the architecting of a standalone Report Inventory Tool; results aligned multiple LOB reports, models, and dashboards while synching with controls, guidelines, and procedures. • Assessed risk related to litigation, negative press coverage, and trade organization feedback; communicated findings to internal business partners and ensured the enterprise was appropriately informed and proactively engaged. • Acted as a subject matter expert to internal business partners on regulatory and compliance measures.

Charlotte, North Carolina

Recognized for high-quality performance and promoted to manage Mortgage Sub-Servicer Vendor oversight processes, including third-party stakeholder relationships, risk management, monitoring, and mitigation initiatives, contract fulfillment, vendor performance management, regulatory and internal compliance, and more. Engaged with cross-functional teams. • Coordinated with vendors in the identification, documentation, and escalation of risk and issue remediation plans. • Conveyed updates on vendor performance while ensuring accountability via scorecards, risk assessments, quality control, ongoing management, and internal governance. • Partnered with Sourcing, Risk, and Compliance departments to handle vendor terminations on an as-needed basis.

Charlotte, North Carolina

Recruited to the organization to focus on and offer oversight to vendor relationships management, contract management and administration, and ensure compliance with SSAE16 protocols. Charged with partnering with internal Sourcing teams to evaluate scope of work and ensure alignment with appropriate third-party vendors. Collaborated with internal and external counsel in the reviewing and revising of contracts as well as the execution of new service agreements and line of business amendments. Maintained a large database composed of all legacy servicing contracts and offered review and commentary on contract points as requested by LOBs, servicers, and document custodians. • Recipient of BoA Platinum Award in 2013 for the successful completion of SSAE16 procedures as well as the Silver Award for the same in 2012; additionally recognized with the Bronze Award for Federal Home Loan Bank audit year with no defects and Peer Recognition for Servicing Transfers in 2012. • Managed loan servicers tasked with handling the enterprise’s legacy assets of 1K loans or less; acted as Team Lead for serving transfers that occurred between bank-owned assets and servicers. • Devised and handled desktop procedures for core LOB functions; oversaw on-site visits, file review audits, and Document Custodian procedures. • Directed third-party auditors in servicer and document custodian on-site procedure testing in lieu of SSAE16, file reviews, and remediation. • Formulated, implemented, and reported on procedures related to SSAE16 audit protocols; addressed the needs of legacy servicers that did not have internal LOB SSAE16 reporting.

Charlotte, North Carolina Area

Charlotte, North Carolina