Sr. Manager, Fair & Responsible Practices

Essential Responsibilities:

• Lead complex projects and problem resolution efforts related to risk management.
• Collaborate with teams to identify and analyze risks that may impact operations and assets.
• Develop and implement strategies for risk mitigation and compliance.
• Assess current business trends to inform risk management practices and improvements.
• Drive global process improvements through effective project management and stakeholder engagement.

Expected Qualifications:

• Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

This role will serve as one of the Compliance points of contact for the Enterprise Consumer Practices and Compliance Incident Management programs within the Fair and Responsible Practices team. This role assists in the management of Consumer Protection Programs such as UDAAP/fair treatment and Accessibility to ensure policy adherence and regulatory compliance. In addition, this role will be instrumental in analyzing data and identifying trends and risks to enable prompt issue resolution and minimize organizational risk. By driving monitoring, testing, and cross-functional collaboration, this role helps reduce risk, enhance control processes, and improve customer experiences.

In your day-to-day role you will

• Lead monitoring, testing, and quality assurance reviews to ensure adherence to policies and regulatory expectations.
• Define compliance requirements and ensure they are integrated in product development lifecycle and roadmaps.
• Provide oversight and direction on the triage, escalation, and resolution of complaints and incidents.
• Partner with Legal, Compliance, and first line business teams on strategic complaint and consumer impact remediation efforts.
• Direct the development and deployment of advanced analytics and reporting tools (e.g., Power BI, Qualtrics) to surface complaint and incident trends.
• Review and synthesize complaint and incident data to identify emerging risks, systemic issues, and opportunities for process improvement.
• Oversee the preparation of executive-level summaries, dashboards, and presentations.
• Mentor and guide compliance managers and analysts, building team capability in complaint and incident management oversight.
• Influence cross-functional partners to implement effective process, control, and risk mitigation strategies.
• Lead the development of training, education, and awareness programs that reinforce complaint and incident management requirements.

What you will bring

• Subject matter expertise regarding identifying, assessing, prioritizing, and managing compliance risk including issue and incident management oversight, risk assessment, regulatory change management and complaints monitoring.
• Extensive experience with consumer protection regulatory requirements, monitoring and testing, complaint management, incident management, compliance, risk management, or a related field.
• Deep expertise in enterprise compliance and incident management frameworks, governance, and regulatory expectations.
• Demonstrated success in leading monitoring, testing, or quality assurance programs at scale.
• Strong ability to interpret and operationalize policy and regulatory requirements into effective business practices.
• Advanced data analysis and reporting skills with tools such as Power BI, Qualtrics, Excel, and other visualization platforms.
• Proven ability to influence and advise senior leaders, regulators, and cross-functional stakeholders.
• Excellent communication, relationship-building, and leadership skills with a demonstrated ability to foster collaboration across global teams.
• High energy, adaptability, and resilience in a fast-paced and evolving environment.