Senior Manager Risk Management

Enterprise Communications & MarTech Experiences (ECMX), Global Business Enablement (GBE) team is responsible for embedding and enhancing risk and control excellence across ECMX. This team centralizes management, guidance, and governance of ECMX's key operational risk and compliance activities, including the Risk and Control Self-Assessment (RCSA), Project Guardian, audit and exam management, and issues management.

The Senior Manager, Risk Management position will be part of ECMX GBE team. As part of GBE, this role is designed to ensure that risk management is not an afterthought but a core part of how ECMX builds, delivers, and governs servicing communications globally. This position will play a pivotal role in shaping and strengthening the first line of defense within ECMX. It will act as a critical connector between ECMX’s business strategy and its risk management obligations. The successful candidate will not only ensure compliance and audit readiness but will also embed a culture of proactive risk ownership and help deliver business outcomes by improving processes and simplifying areas with heavy risk and governance burden.

This position will report into the Director, Risk Management GBE, and will lead a team of 2-3 Analysts/Senior Analysts and serve as the primary liaison with Control Management, Compliance, and ECMX's product and operations leaders to ensure risks are effectively identified, assessed, mitigated, and governed.

• Oversee the execution of the RCSA process, ensuring alignment with enterprise risk frameworks, consistent application of scoring methodologies, and timely completion of assessments and testing.

• Drive control enhancement and standardization, ensuring new initiatives and technologies are designed with proactive risk management and compliance adherence.

• Partner with Control Management to interpret policy requirements and operationalize them within ECMX processes and products.

• Manage the Issue Management lifecycle, including providing guidance to leadership on process risk issues, control design, and mitigation strategies related to enterprise servicing communications.

• Manage audit and exam readiness: coordinate responses to internal/external audit inquiries, draft and validate management action plans, and monitor closure evidence.

• Drive business outcomes by simplifying processes with heavy risk and governance burden.

• Foster a culture of risk awareness and accountability by embedding operational risk management principles within day-to-day decision-making.

• Synthesize insights, themes, and trends from issues, incidents, Audits, and control testing results to identify improvement opportunities and share best practices across ECMX and partner organizations.

• Develop and mentor a team of business enablement professionals, building subject matter expertise in risk and control framework, process design, and audit readiness.

• Three plus years of experience in risk management/process management, compliance, or control execution within a complex global organization (preferably servicing operations).

• Strong understanding of the risk and control framework, including RCSA methodology.

• Detailed understanding of the issue management lifecycle.

• Experience in managing internal and external audit requests end-to-end, including coordinating with stakeholders, validating supporting evidence and ensuring timely and accurate delivery.

• Ability to translate policy and risk requirements into actionable business processes and scalable controls.

• Proven ability to develop and leverage AI tools and solutions to enhance quality, consistency and productivity across risk management lifecycle.

• Strong project and change management skills, with the ability to execute multiple initiatives simultaneously.

• Strong communication, partnership and interpersonal skills with the ability to influence senior leaders and cross-functional partners.

• High learning agility, resilience, and the ability to lead through change in a dynamic environment.

• Excellent analytical and problem-solving skills, with strong attention to detail.