Overview

To develop and manage a comprehensive risk strategy for the Contact Center which maximizes business operations benefits while minimizing risk exposure and maintaining compliance, covering the risk exposure for the full portfolio of the organization's activities/interest. Promote operational efficiency and service excellence through appropriate risk management strategies, process improvements and training while reducing and mitigating operational, reputation, legal/regulatory and financial losses. Provide analytical support and execution for various business strategies to ensure Navy Federal goals are met. Perform more complex/unusual tasks with moderate latitude and increased impact.

Responsibilities

• Assess exposure to risk, ways to measure operational risk, establishes policies and procedures to minimize risk, identifies ways to protect the organization from financial loss and reputational damage
• Oversee issues & events within GRC
• Utilize innovative financial impact analysis and problem solving skills to optimize business performance and minimize strategic risk exposure
• Develop and implement operational risk management frameworks, methodologies, reporting, quantification/testing, policies, standards, and procedures as appropriate
• Collaborate with cross-functional teams to implement effective programs and measures designed to identify and mitigate risks associated with business operations
• Evaluate, develop, and implement analytical techniques and best practices to gain a competitive advantage
• Gather and synthesize data; present conclusions and offer risk mitigation, remediation and process improvement solutions to management
• Prepare position papers to highlight issues which may or will impact Navy Federal operations
• Develop and coordinate the production of performance reports to senior management
• Prepare presentations for management on current risk environment including internal and external updates
• Create and publish communications for the Contact Center Risk Office
• Perform other duties as assigned

Qualifications

• Expert knowledge of operational and regulatory risk controls, concepts and practices
• Expert knowledge of applicable federal and state regulations, company policies, and industry best practices
• Significant experience in managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Proven ability to plan, organize and effectively execute risk mitigation and process improvement initiatives
• Ability to maintain professionalism when delivering challenging and unfavorable messages
• Proven ability to influence management decision making
• Ability to comprehend, analyze, interpret, communicate and apply government and financial industry regulations related principles and practices, and company instructions, procedures and policies
• Ability to work independently and in a team environment
• Significant experience in collaborating across organizational boundaries and building partnerships across various functions
• Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Expert demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
• Advanced skill interpreting, extrapolating and interpolating data for statistical research and modeling
• Advanced organizational, planning and time management skills in order to multi task competing priorities in a fast paced and dynamic environment
• Expert skill maintaining accuracy with attention to detail and meeting deadlines
• Expert communication and negotiation skills with ability to exercise good judgement and tact in dealing with senior management
• Master's or Advanced Degree in Business Administration, Auditing, Law or related field or equivalent combination of training, education and experience

Desired Qualifications

• Advanced knowledge of products, services, processes, requirements, and systems related to the business unit
• Working knowledge of project lifecycles and management methodologies
• Working knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
• Advanced knowledge of state and Federal laws; industry regulations, principles, and practices; and company policies that govern the business unit's products/services
• Experience using PowerPoint, Canva, and/or Staffbase to create trainings and communications
• Experience using ServiceNow
• Experience creating and analyzing risk reporting

Hours: Monday - Friday, 8:00AM - 4:30PM

Locations: 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 820 Follin Ln. Vienna, Virginia 22180 | 141 Security Drive Winchester, VA 22602 | Remote

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.