Manager- Issue Management - Remote

The Manager, Issue Management will support a team of 6-9 Program Managers focusing on the identification, resolution, remediation, and root cause analysis for customer-impacting incidents for Nordstrom Credit Services Inc (NCSI). The Manager will partner with Business, Product, Engineering, Compliance, Legal, GRC, Privacy, Risk and/or the Bank Partner and foster inter-organizational relationships while managing the completion of deliverables. Candidates should have a strong background in regulatory compliance (credit cards, rewards), effective communication, incident management, process management, project management, developing processes and procedures, and methodologies to ensure compliance. This role will lead the team and program, and the individual may also be directly involved in day-to-day operations.

Responsibilities

• Coach, train, motivate and develop employees to achieve success, mentor team as well as peers across the broader organization
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding NCSI, its clients, and assets by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Business knowledge and delivering innovative decisions/solutions
• Keeps abreast of the organization’s operational processes and best practices for business strategy.
• Display continued growth in leadership and coaching to be a quality contributor and point of contact for all areas of the business in identifying and escalating issues and making sound decisions based on facts and
• Drive a culture of continuous improvement and efficiency within the Issue Management team and with business partners. Improve speed and consistency in identifying and escalating issues while maintaining accuracy and full risk mitigation.
• Leverage communication and influencing skills to guide issue resolution, root cause, and remediation plans throughout the issue management process.
• Hire diversified, capable, and motivated talent that can deliver swiftly and predictably, adjusting to deliver solutions aligned with business needs
• Partners with stakeholders across the entire organization to resolve
• Performs root cause analysis to determine why an issue occurred and how to prevent it from re-occurring
• Develops, produces, and monitors issue metrics (KPI, KRI, and OKR) for Senior Leadership on a consistent basis and confirm through quality controls that Issue management is being performed in accordance with the process.
• Partners with Compliance, Legal, and Risk Management to determine control gaps
• Provide consistent Issue status communication to senior leaders in supported Lines of Business, which includes applicable escalations.
• Manage and drive the Issue Management process from Start to Finish in alignment with policies and procedures

Qualifications

• Bachelor’s degree in information systems, business, computer science, or a similar degree
• 5-7 years of experience in Credit Card, Banking or financial industry
• Process and Project Management skills preferred
• Comprehensive knowledge of regulations

Knowledge, Skills, and Capabilities

• Excellent verbal and written communication skills interacting at all levels of the organization
• Experiencing working in business, risk management, or other relevant control function is a plus
• Works well under pressure with tight deadlines
• Ability to work in a fast-paced environment with competing time-sensitive priorities
• Ability to manage multiple projects and competing priorities
• Ability to develop and foster relationships and promote collaborations across multiple stakeholder groups
• Strong attention to detail to ensure that policies and standard procedures are followed
• Experience working across cross-functional teams and developing strong working relationships
• Strong analytical acumen with proficiency in Excel, Project Management Tools, and other MS Office suite products.
• Hands-on experience in developing policies, standards, and controls
• Strong knowledge and experience with standard computer software, including MS Office, Sharepoint, and Teams
• Strong critical thinking, written, and oral communication skills

Nordstrom Payments and Loyalty for this position can only hire remote in the following States: Arizona, California, Colorado, Illinois, Nevada, Texas ,Utah, and Washington.

• If you are located in the Denver, CO area there may be some in office work required for this role, up to two times per week potentially.