The role:
The Issue Resolution Manager is responsible for working with business partners to understand, identify, and resolve open issues. This person will work very closely with issue owners to drive quality documentation across the issue management lifecycle from issue identification through closure. This person will also be responsible for supporting reporting to ensure full awareness across the business.
The Issue Resolution Manager will act as an advisor to cross-functional teams and help identify common and disparate issues, help teams with root cause analysis resulting from human error/failure to follow policies and/or procedures; improper or inadequate design of control; inadequate training; inadequate, unclear, or outdated policies and/or procedures; insufficient governance and oversight; resource/personnel limitations; segregation of duties; staff misconduct or malicious activity; system failure; technology limitations. They will also help establish workflow/processes to support and drive consistent issue management; facilitate and assist with management and remediation; and assist teams with the development and implementation of 1LOD corrective action plans and reporting.
What you’ll do:
- Management and oversight of issues across SoFi’s Operations and Risk Management organizations (units)
- Partner with issue owners, internal auditors, and reviewers to build issue resolution plans that meet expectations and creatively solve for issues. This includes strong root cause analysis and ability to effectively utilize tools that help rank and prioritize the highest severity issues.
- Meet issue management deadlines.
- Starting with the Issue Intake Form, build out a milestone management model that ensures the team is on track throughout the issue management lifecycle.
- Drive accountability with issue owners to ensure resolution.
- Partner with peers in compliance, internal audit, operations risk and controls to ensure we are continuously improving and meeting applicable requirements for documentation.
- Partner with business units as well as SoFi enterprise risk management teams to identify, mitigate and migrate Issue and corrective action planning to a common system of record (NFindings).
- Support key success measures/metrics and reporting to determine the effectiveness of issue identification and corrective action planning.
- Maintain issues management and governance workflows, especially as defined by SIMPO SOP v3.0
- Support the company’s three-lines of defense (3LOD) program
- Establish a comprehensive understanding of existing and emerging regulatory requirements, operational processes, inherent risks, and internal policies & practices to provide advice to stakeholders.
What you’ll need for success:
- Minimum 4 years of experience in risk management in a financial services and/or banking operating environments; specifically managing first or second line of defense risks, controls, and issue management
- Experience in root cause analysis, corrective action planning, and managing milestones across multiple teams and enterprise-wide
- Strong ability to create a culture of ownership, accountability, collaboration, and ability to influence
- Demonstrated initiative to identify problems that need to be addressed and prioritized
- Partnership mindset to ensure we have positive and productive working relationships with business units, internal auditors and risk leadership
- Results oriented and attention to detail
- Strong verbal and written communication skills
- Ability to balance multiple critical priorities simultaneously
- Experience with reporting and analysis; including systems
- Resilience and adaptability experience in a highly-matrixed, fast paced environment
- Passion to learn, responsibly grow our business and eagerness to get things done
- A Bachelor's Degree or 4 years of relevant experience in lieu of a degree
