Control Management Manager

In this role, you will :

- Manage and develop a team to handle complex customer service tasks and create Escalations related initiatives and programs to support business goals and objectives

- Engage internal partners associated with the Escalations functional area

- Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area

- Make decisions and resolve issues regarding internal and external client complaints

- Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives

- Collaborate with Customer Service team and first line supervisors

- Interact directly with internal and external customers to resolve their inquiries and complaints

- Manage allocation of people and financial resources for aligned functional area or business group

- Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications, US :

- 4+ years of Risk Management or Business Controls experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

- 2+ years of Leadership experience

Required Qualifications, International :

- Experience in Risk Management, Business Controls, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

- Leadership experience