Business Risk Manager 2

The Manager of Product and Marketing Controls and Process Excellence leads a team that enables business procedures, controls, policy implementation, change management, financial controls, and marketing governance activities across PCS Product & Marketing.

This leader ensures the organization maintains effective business processes, strong operational disciplines, quality controls, and regulatory compliance while enabling business growth and strategic initiatives. The role serves as a key partner to Product, Marketing, Compliance, Finance, Operations, Audit, and enterprise stakeholders to drive operational excellence, process improvement, and sound business practices.

Primary Responsibilities

People Leadership

• Lead, coach, and develop a team of professionals supporting procedures, controls, policy implementation, audit coordination, and marketing governance activities.
• Establish team priorities and performance expectations aligned with business objectives.
• Promote a culture of collaboration, accountability, continuous improvement, and customer-focused execution.
• Build a high-performing team and develop team capabilities through cross-training, knowledge sharing, and succession planning.
• Manage workload prioritization and resource allocation across multiple business initiatives and regulatory commitments.

Business Process and Procedure Management

• Oversee the management of business procedures, including annual reviews, publication, repository management, retention requirements, and document governance.
• Ensure procedures are current, accurate, and aligned with business operations and enterprise requirements in partnership with partners and stakeholders.
• Partner with business leaders to implement process changes and maintain high-quality documentation standards.
• Identify opportunities to simplify processes and improve operational efficiency.

Controls and Operational Oversight

• Lead activities that support the maintenance and effectiveness of business controls.
• Oversee control updates, self-assessments, testing support, and enhancement initiatives.
• Partner with stakeholders to ensure controls remain aligned with changing business processes and regulatory expectations.
• Identify opportunities to strengthen operational practices, improve efficiencies, and reduce operational losses.
• Support implementation of automated and streamlined solutions that improve control execution and business outcomes.

Policy Implementation and Business Readiness

• Serve as the Product & Marketing liaison for enterprise policy updates and implementation activities.
• Coordinate impact assessments, gap analyses, and implementation planning for new or revised policy requirements.
• Facilitate stakeholder reviews and consolidate business feedback.
• Ensure required changes are effectively incorporated into procedures, controls, and business operations.

Audit and Compliance Support

• Lead coordination of internal audits, external audits, business reviews, and compliance assessments.
• Ensure timely and accurate responses to information requests and testing activities.
• Oversee action plans and remediation efforts resulting from audits, reviews, and assessments.
• Maintain strong partnerships with compliance, audit, and business teams to promote sustainable solutions and continuous improvement.

Change and Approval Management

• Provide oversight for business change review and approval processes.
• Ensure proposed business changes and marketing activities receive appropriate review and approvals.
• Partner with Compliance, Finance, Operations, and business stakeholders to facilitate successful implementation of business initiatives.
• Drive consistency, transparency, and accountability throughout change management activities.

Marketing and Campaign Governance

• Provide leadership oversight of the CAP/PAM administration process supporting marketing campaign readiness.
• Ensure stakeholders remain aligned, approvals are completed in a timely manner, and campaign launch requirements are met.
• Partner with Marketing, Finance, Compliance, Operations, and Credit Risk teams to support successful execution of marketing initiatives.
• Monitor adherence to established approval and governance frameworks supporting campaign delivery.

Business Consulting and Strategic Support

• Act as a trusted advisor to Product & Marketing leaders on procedures, controls, compliance requirements, and operational processes.
• Provide consultation and problem-solving support for business initiatives, process improvements, and regulatory changes.
• Lead efforts to simplify processes, improve quality, and enhance business effectiveness.
• Represent the organization in enterprise initiatives and cross-functional working groups.

What Success Looks Like

• High-quality procedures and business documentation.
• Effective and sustainable control environment.
• Successful completion of audits, assessments, and regulatory commitments.
• Timely implementation of policy and business changes.
• Efficient execution of marketing governance and approval processes.
• Continuous process improvements that reduce manual effort and enhance operational effectiveness.
• Strong partnerships across Product, Marketing, Compliance, Finance, Operations, Chief Risk Office and enterprise stakeholders.
• A high-performing, highly engaged, knowledgeable, and cross-trained team.

Qualifications

Basic Qualifications

- Bachelor's degree, or equivalent work experience
- 10 or more years of applicable experience

Preferred Qualifications

• Bachelor's degree in Business, Finance, Marketing, Management, Operations, Compliance, or a related field.
• 7+ years of experience in business operations, controls, process management, compliance, audit support, governance, project management, or a related discipline.
• 3+ years of people leadership experience with demonstrated success developing and leading high-performing teams.
• Experience leading cross-functional initiatives involving multiple business partners and stakeholders.
• Experience supporting regulatory, compliance, audit, or control-related programs.
• Strong understanding of business process documentation, procedures management, and operational controls.
• Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.
• Excellent verbal, written, and presentation communication skills.

• Experience supporting Product, Marketing, Financial Services, Payments, Consumer Banking, or a regulated industry.
• Experience with policy implementation, change management, controls management, or business process improvement programs.
• Knowledge of audit, compliance, operational controls, issue management, or process assessment methodologies.
• Experience leading automation, process simplification, or continuous improvement initiatives.
• Experience working with enterprise governance, approval, or workflow management tools.

Required Competencies

Leadership & Talent Development

• Builds and develops high-performing teams through coaching, mentoring, and performance management.
• Creates an inclusive and collaborative work environment that promotes accountability and engagement.
• Effectively manages priorities, workload distribution, and employee development opportunities.
• Encourages innovation, continuous learning, and knowledge sharing.

Business Acumen

• Understands how business operations, customer needs, financial considerations, and regulatory requirements intersect.
• Applies sound judgment to balance business objectives with operational controls and compliance expectations.
• Demonstrates the ability to connect day-to-day activities to broader organizational goals.

Strategic Thinking & Execution

• Identifies opportunities to improve processes, enhance efficiency, and strengthen operational effectiveness.
• Anticipates emerging business needs and develops practical solutions.
• Translates strategic direction into actionable plans and measurable outcomes.

Process Excellence

• Maintains a strong focus on process quality, consistency, and continuous improvement.
• Identifies process gaps, inefficiencies, and improvement opportunities.
• Drives standardization and sustainable business practices across functions.

Controls & Compliance Management

• Applies knowledge of operational controls, compliance requirements, and business procedures to support effective execution.
• Ensures appropriate oversight of controls, documentation, and assessment activities.
• Promotes a culture of accountability and adherence to established business standards.

Relationship Management & Influence

• Builds trusted partnerships across Product, Marketing, Compliance, Finance, Operations, Technology, Audit, and enterprise support functions.
• Effectively influences decisions and drives alignment without direct authority.
• Navigates complex stakeholder environments to achieve desired business outcomes.

Communication & Executive Presence

• Communicates complex concepts clearly and concisely to diverse audiences.
• Delivers executive-ready presentations, recommendations, and status updates.
• Facilitates discussions that drive decision-making and accountability.

Change Leadership

• Leads teams through organizational, regulatory, process, and technology changes.
• Successfully manages competing priorities while maintaining employee engagement and operational effectiveness.
• Demonstrates adaptability and resilience in evolving business environments.

Problem Solving & Decision Making

• Uses data, business insight, and analytical thinking to solve complex problems.
• Makes informed decisions with incomplete information while appropriately managing business impacts.
• Balances short-term needs with long-term sustainability.