The Operational Risk Analyst partners with the organization's risk management operations, field management, and enterprise technology departments to identify, research, and recommend methods for addressing business issues. This position is critical to providing quality financial services to our clients by leading efforts to report, assess and monitor quality management events of our organization's operations.

Job Duties and Responsibilities:

Key Responsibility #1: Issue Resolution/CAPA

Oversees the Issue Resolution/Corrective and Preventive Action (CAPA) process in collaboration with Risk Management Operations (RMO) business units, Field leadership, and Enterprise Technology departments.

• Monitor the Operational Risk and Control shared mailbox
• Partner with Operational Risk Advisors to document appropriate and effective corrective and/or preventive action to prevent re-occurrence via an Incident Report(s), Risk and Control Self-Assessment (RCSA), and/or Process, Risk & Control Matrix (RCM)

Coordinates with Quality Assurance (QA), RMO, and Enterprise Technology teams to proactively identify existing high-risk defects or quality events and ensures that such quality events are fully assessed for root cause, containment, correction, and prevention of reoccurrence.

• Identify the issue
• Implement interim containment
• Conduct root cause analysis
• Identify permanent corrective action
• Implement permanent corrective action
• Create incident reports and supporting evidence/documentation for retention

Partners with Operational Risk Advisors on various projects and initiatives impacting the Operational Risk & Controls team and Quality Management

• Participates in process and procedural reviews and changes not identified through Issue

Resolution/CAPA.

• Provides insight to Operational Risk Advisors regarding quality events/areas of concern identified through Issue Resolution/CAPA
• Partners with Quality Service Level Audit (QSLA) team to identify risk and control needs from Issue

Resolution/CAPA events through calibration on quality service level audit results for top-tier clients.

• Inbound Call Handling
• Escrow Payment Accuracy
• Statement of Changes
• Notice Accuracy
• Flood Compliant Notice Handling
• Hazard Compliance Notice Handling
• Flood Insurance Processing Accuracy

Key Responsibility #2: Client and Vendor Due Diligence

• Oversees the client and vendor Due Diligence process for Allied in collaboration with RMO business units, Legal/Compliance, Field leadership, and Enterprise Technology departments.
• Intake and triage all client and vendor Due Diligence requests through the due diligence shared mailbox and Infor CRM tickets
• Administer the Allied Trust Center on the corporate website to ensure client and vendor-facing documentation is current and within compliance requirements in partnership with Marketing and Corporate Compliance.
• Partners with various business areas to satisfy and fulfill all client and vendor due diligence requests within the designated service level timeframe

Documentation requests

• Info Security
• User access
• W-9's
• Policies and Procedures (i.e., Cyber Security, Record Retention, Clean Desk/GLBA/Privacy, etc.)
• Allied Certificate of Insurance (COI)

Due Diligence questionnaires

• SIG package
• SSAE reports
• SOC 1 and SOC 2 reports
• Business Continuity/Disaster Recovery (plans, exercises, and simulation test results)
• Coordinates with various business areas within RMO, the Field, Enterprise Technology, etc. to satisfy client onsite and remote audit requests.
• Responsible for facilitating all in-person onsite visits with the client
• Responsible for facilitating all virtual/remote audit requests with the client
• Partners with various business areas within RMO, ETG, etc to coordinate required attendees needed to successfully fulfill all onsite and/or remote visits for the client

Key Responsibility #3: Command Center

Capacity Planning and Benchmarking

• Engages with business unit leaders to obtain and review benchmarking data for RMO.
• Reviews, documents, and monitors the assigned business line benchmarking and capacity planning data.
• Provides risk management recommendations regarding potential risks associated with the proposed process design changes.
• Reports and communicates necessary benchmarking data to leadership based on changes and enhancements.

Culture of Quality Planning & Monitoring

• Creates a strategy for developing and managing a Culture of Quality program within RMO that gauges and identifies opportunities to improve Allied's practices, attitudes, and alignment around:
• our clients' expectations
• our commitments to those expectations
• how we define, and measure the quality of service related to those commitments
• how we make visible and actionable those results, and
• the awareness of employees in knowing their role in delivering on client expectations.
• Creates a Culture of Quality Survey for RMO in order to achieve its strategic objectives.
• Identifies and prioritizes survey results and data
• Creates an action plan to manage strategic, operational, financial, and reputational risks.
• Implements action plan based on survey results to assign accountability with RMO leaders

Data Analytics & Reporting

• Analyze data on the Voice of the Client (VoC) smartsheet
• Identify and investigate product and quality problems from the VoC
• Deliver and discuss results in quarterly Quality Management Summary meetings with RMO leaders
• Work with RMO business areas to identify and define data-based Key Performance Indicators (KPIs) and Service Level Agreement (SLA) metrics
• Identify RMO business needs and create requirements with the Data Analytics team on the creation of KPI reports and dashboards through technologies such as Power BI
• Establish and maintain processes for monitoring, analyzing, and researching KPI anomalies
• Coordinate efforts to contain identified workflow or technology issues resulting in minimal impacts to service levels
• Communicate updates on any KPI anomalies or service level exceptions
• Recommend process improvements to business solutions and business areas based on discoveries

Qualifications (Education, Experience, Certifications & KSA):

Bachelor's degree required.

3-4 years of work-related experience is required.

• General knowledge and application of operational risk management concepts
• Experience in assessing risk and translating findings into actionable plans
• Ability to organize and analyze data including proficiency in Microsoft Excel and Smartsheet (required)
• Ability to write professional and concise summaries including proficiency in Microsoft Word and PowerPoint (required).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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