Issues Management Governance and Oversight Responsible for oversight of issues management and regulatory event management for North American Operations. Drive consistency and sound concern resolutions practices through training, population analytics, and process improvement/simplification.Oversee quality control processes for all phases of the issues management lifecycle with focus on timely execution and effective root cause resolution.Develop and deliver population reporting to executive leadership to drive awareness to emerging risks to operations environment and issues management process.Lead a team of risk professionals responsible for MRA resolution and tactical issue/project management for concerns impacting multiple lines of business and concerns arising in risk and control team processes.Partner across regions and business categories to develop and implement process improvements/simplification for risk mitigation and issues management practices.

Senior Operational Risk Officer responsible for management and oversight of a team consisting of 10-15 remote Operational Risk Professionals. - Design and implementation of initiatives to ensure consistency and completeness within control and monitoring framework across the full account life cycle for North American Consumer lending operations functions.- Create and maintain capacity plans, productivity forecasting, and budgetary allowances to ensure adequate staffing is available for day to day business support and fulfillment of annual recertification of control and monitoring processes.- Creation of onboarding program, work flows, and procedural documentation that ensure consistency of process and outcome across Operational Risk Officer population supporting various consumer lending functions.- Provide effective challenge to operations business leadership in regards to control effectiveness, efficiency, and adherence to state and federal regulatory requirements.

Collections Operations Senior Business Analyst responsible for strategy, operations execution, and controls oversight supporting a Fortune 500 retail credit collections portfolio.- Responsible for monitoring collections strategy adherence and execution of net credit loss accounts across all levels of default and delinquency.- Development and oversight of capacity and staffing plans for direct and third party resources to meet customer facing and back line operational functions.- Analysis of departmental financial budgets to ensure appropriate forecasting and allocation of funds within collections Operations, Operations shared services and third party services.- Design, implementation and operational oversight of all internal control and compliance activities for customer facing, back line, and systemic functions within default collections.- Support of, and engagement with, internal and external audit teams including compliance assurance, internal audit, CFPB and OCC. Operations point of contact for all audit deliverable requests and factual accuracy responses- Initiation, tracking and execution of corrective action plans, MRAs, and remuneration activities. Creation of detailed corrective action plans and milestones to ensure that all self identified and externally imposed issues were addressed at the root cause and proven sustainable with a 12 month period.-Collabortion with credit risk, compliance and legal departments to ensure that collections operations unit was in compliance with all internal policies, industry best practices, and local/state/federal regulations.

Cross functional vice president responsible for the design and documentation of high risk business issues. Areas of expertise include:Preparation of regulatory evidentiary documentsInternal/external audit preparationAdvanced root cause analysisExecutive level issue communtication and presention

Relationship manager responsible for Collections Operations control development and risk mitigation. Duties include exception report requirement development, root cause analysis, process flow documentation, risk assessment, process improvement, and project/issue management. Point of contact for all regulatory and internal audit activities for a large retail portfolio with shared operational responsibilities.

Responsible for driving initiatives within a small format (4-8) team of business control specialists to ensure that credit card collections production staff met all policy and regulatory requirements. Implemented end to end control and monitoring program to ensure the acceptable performance of both human and systemic activities. Additional responsibilities included audit preparation, process/procedure development, document validation, records retention, and 3rd party control program oversight.