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The Program Manager will play a key role in helping to oversee State Street's Fraud Risk Management and the Global Customer Complaints Programs. The Program Manager's contributions will include assistance in providing ongoing communications and governance support of the Fraud Risk Management Program and the Customer Complaints Program. The successful candidate will report and provide support to the State Street Complaints Officer and the Fraud Program Officer. The AVP will also liaise on a regular basis with the First Line teams, Compliance, Enterprise Risk Management and Audit in order to help complement and build upon each of the programs' current infrastructure.
Maintain and socialize governance and ongoing changes to the company's Fraud Risk Management and global Customer Complaints policies
Participate in the oversight and management of the Fraud and Complaints risk management strategies, analytics and reporting to various State Street entities and regulators
Assist the Fraud Program manager in working with the business units during their assessment of potential fraud exposure and the potential impact of these incidents
Develop knowledge of State Street's businesses to understand the potential key fraud risks as well as the implications considering the applicable regulatory obligations
Work with the Fraud Program Officer and the State Street Complaints Officer to manage, enhance and improve the current Fraud Risk Management and Customer Complaints programs
Experience with SharePoint, Excel and PowerPoint is required
Strong verbal and written communication skills
Strong critical thinking, problem solving, and decision-making skills
Ability to work in a team environment and independently against tight deadlines
Ability to multi-task and take on a challenging workload and assignments
When needed, act as the point-of-contact for information requests on the Fraud and Complaints policies and assist with technical and administrative matters as required
Help maintain and update the Fraud Risk Management and Complaints policies as needed
Escalate important issues in a timely manner
Create decks, flow charts and other materials for governance and regulatory meetings
Review and provide comments and suggestions regarding Customer Complaints
CFE Certification or other accredited financial crime certification is a plus, but not required