Easter Seals Jobs

Job Purpose & Scope

The Operational Risk Coordinator contributes to the design, implementation, enhancement, and maturity of operational processes and procedures across the Customer Care function. Supports operational efficiency and effectiveness while managing the Customer Care risk profile by coordinating and conducting Risk Control Self-Assessments (RCSAs), leading risk management activities and efforts, and providing counsel and recommendations on risk-related matters.

Essential Job Functions

• Develops and maintains process-related documents including Standard Operating Procedures (SOPs), work instructions, training procedures, etc. that identify key risks, operational controls, and risk mitigation strategies.

• Conducts risk assessments of new products, technologies, and services and supports introduction and implement strategies in partnership with leadership and the Bank’s Project Management Office (PMO).

• Serves as the liaison between Customer Care and the Bank’s Internal Audit teams, supporting the internal audit process by compiling relevant documentation, providing process controls and risk mitigation insights, as well as participating in action planning and response preparation for findings.

• Tracks and validates Customer Care leaderships corrective action(s) / action plans regarding findings identified by corporate risk management, Internal Audit, and regulatory examiners.

• Coordinates, conducts, and maintains Risk Control Self-Assessments and Control Design Effectiveness Assessments, reevaluating annually or as needed.

• Evaluates existing workflows and leverages process improvement methodologies to identify and prioritize process improvement opportunities, controls, and key risks; drafts and presents process improvement recommendations to Customer Care leadership.

• Responsible for collaborating with leaders and cross-functional teams to implement and adopt changes, developing and leading training, as necessary.

• Assists Customer Care leadership with timely completion of all operational risk reporting in accordance with Bank risk reporting standards.

• Provides training and guidance to Customer Care leaders and employees on risk management, control protocols, and compliance practices.

• Develops, maintains, and tracks Customer Care Key Risk Indicators (KRI) and Key Performance Indicators (KPI); provides Customer Care leadership with risk data for consideration in decision-making.

• Participates in projects, as assigned, as a Customer Care control testing subject matter expert.

• Manages testing schedule to ensure all tasks and documentation are completed within established timeframes.

• Maintains good punctuality and attendance to work.

• Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities

• Comprehensive knowledge of banking and financial services, as well as Call Center operations.

• Comprehensive knowledge of operational and compliance risks relevant to Call Center operational areas.

• Knowledge of risk management requirements and best practices and how to successfully implement them.

• Knowledge of project management principles and methodologies and how to leverage them for effective project completion and process implementation.

• Ability to communicate effectively both verbally and in writing, with the ability to convey risk and compliance concepts to diverse audiences.

• Ability to effectively prepare written deliverables and presentations for board and management committees, senior leaders, and business unit managers.

• Ability to develop strong, trusting relationships and participate in and lead collaborative problem solving.

• Ability to demonstrate effective analytical and problem-solving skills, leveraging creativity and critical thinking.

• Ability to accurately prepare process-related documents including but not limited to policies, SOPs, work instructions, and training materials.

• Ability to operate and work collaboratively in a fast-paced, unpredictable environment, with exacting deadlines.

• Ability to manage multiple work streams and deliverables effectively, and coordinate across functional initiatives.

• Ability to partner effectively with multiple business units, corporate functions, internal auditors, independent public accountants, and regulators.

• Ability to extend influence within the line of business to achieve Bank and Corporate Risk Management objectives.

• Ability to travel for business purposes.

• Ability to work extended hours and weekends, as needed.

• Skill in using Microsoft Windows and Microsoft Office applications, including Excel, Word, PowerPoint and Outlook.

Basic Qualifications

• Bachelor’s degree or commensurate work experience required.

• Minimum of two (2) years of work experience in banking and/or financial auditing required.

• Minimum of three (3) years of work experience participating in and/or conducting risk assessments or interacting with risk and compliance programs preferred .

Job Expectations

Job Expectations: O perate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.