Project Manager (Policy & Procedure) - Full-time

This HQ role is responsible for overseeing complaints handling related to card and bank fraud prevention/investigation processes. The preferred candidate would have a demonstrated blend of success in the areas of audit, process improvement and be a proven innovator with a track record in the areas of compliance, process improvement and audit as relates to policy/procedure/complaints management.

Responsibilities
· Manage all complaint intake channels and documenting/categorization of complaints across the fraud organization
· Manage and drive activity of complaints handling review and review meetings.
· Consult with Legal, Compliance and Business Risk teams to ensure compliance with all applicable regulations and processes
· Work with department managers and business partners to ensure feedback is provided on complaint trends
· Setup appropriate controls and monitoring processes to ensure business compliance to procedures as relates to complaint handling
· Work with business owners in HQ to share trends and identify process improvement opportunities
· Architect process improvement framework to lower operational errors in complaints handling process. Make recommendations to improve process or functionality with a minimum of impact to resources
· Provide support to policy/procedure team as needed

Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

Qualifications

3+ years work experience in operational roles (preferable financial services industry)
· Experience in a heavily regulated and compliance-driven environment
· In depth knowledge fraud prevention and investigation processes
· Ability to work independently to identify, research, prioritizes, and troubleshoots issues
· Experience in managing team
· Project management experience preferred.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.