Customer Operations, Senior Remediation Manager

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

The Customer Operations, Senior Remediation Manager reports into the Block Customer Operations (BCO) Regulatory Response Team. This role will be charged with working cross functionally with a core group of senior leaders and external partners. You will be responsible for managing workstreams that ensure Block successfully transforms and uplifts  customer remediation activities and its regulatory/compliance commitments within the Customer Operations Organization. The work you will be responsible for will be highly visible to internal and external stakeholders, and this work will involve enterprise-wide compliance and risk matters. Timely and quality execution of customer remediation activities  across the Customer Operations workstreams is a top priority for this role. You will be an individual experienced in project management and with sufficient regulatory (consumer banking and payments)  compliance subject matter expertise to drive meaningful solutions that operationalize Customer Operations’s remediation activities and operational risk uplifts. 

You Will

•  Work closely with your manager (the Regulatory Response Lead), Global Leadership, Regulatory Counsel, other Legal Teams, as appropriate, and Compliance Leadership to ensure successful implementation of regulatory compliance and operational risk initiatives, with a particular focus on customer remediation activities. 
• Act as the conduit between Customer Operations and a cross functional program that provides oversight and execution support by establishing a strong governance architecture and operating model for engaging with and executing on activities designed to meet our commitments to regulators / auditors / consultants / partners.
• Be responsible for timely and accurate delivery of customer remediation activities that are highly urgent and visible to key internal and external stakeholders. 
• Coordinate remediation activities, provide status updates, serve as the point of contact for escalations and serve as an advisor to operational teams for implementation related activities.  
• Provide  solutions that are practical and sustainable, and make a contribution to Customer Operations’s compliance with US federal and US state regulatory requirements.   
• Partner directly with senior leaders across Legal, Compliance, Head of Regulatory Counsel, Senior Leadership and Global Leadership to create visibility and escalation, as necessary into regulatory efforts.
• Work closely with stakeholders to maintain documentation and work papers as you coordinate remediation activities , audits, and reporting requirements.
• Accountable for the quality, completeness, and accuracy of the implementation of the remediation plans within Customer Operations resulting from compliance and risk activities.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for impact on remediation plans, regulatory supervision needs and third party consideration by driving compliance with applicable laws, rules and regulations, adhering to compliance policies, applying sound judgment and escalating, managing and reporting issues with transparency.
• Engage senior stakeholders continuously by escalating and resolving issues as they arise.
• Produce accurate and insightful project update materials and artifacts, tailoring to various forums and committees.

You Have

• Minimum of 10 years of experience in regulatory compliance and program management in the financial services industry. Sense of urgency in implementing processes and controls and evaluating priorities; decisive, action-oriented, and practical. 
• Transformation / change management / PMO experience with a focus on Consumer Banking or FinTech initiatives to address regulatory, audit, risk and control and / or risk management issues.
• Highly motivated and goal-oriented with ability to lead in a professional and challenging environment and deliver results against fast-paced deliverable deadlines.
• Demonstrated ability to manage multiple priorities under demanding time frames and respond appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
• Superior organization and project management skills with the ability to collaborate cross functionally and with a broad stakeholder group.
• Self-starter mentality with the ability to work well under pressure and a strong sense of personal accountability and ownership.
• Demonstrated experience working with US federal and state regulatory agencies across multiple jurisdictions. Working Knowledge of US Consumer Financial Protection Laws (the Dodd-Frank Act), Financial Crimes (US Anti-Money Laundering/ USA PATRIOT Act), or state-specific consumer protection requirements. . 
• Strong leadership skills, with a proven ability to manage multi-state compliance programs effectively.
• Excellent communication, collaboration, and presentation skills, with the ability to engage employees at all levels of the organization.
• Be able to  thrive in a fast-paced and remote environment, have experience with regulatory and organizational transformation, and are capable of operating at a strategic and practical  level. 
• Even Better:
  • Bachelor’s degree in law, business administration, finance, or a related field; or CRCM, PMP certification.
  • Master’s degree, Juris doctorate, regulatory compliance or operational risk management experience in financial institutions, preferably with direct experience in consumer banking compliance, or in a financial institution under regulatory supervision. 
  • Direct experience in the consumer financial protection space with customer remediation activities.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.