Help Desk Manager

Select how often (in days) to receive an alert:

Summary

Responsible for managing help desk and ensuring compliance with established help desk guidelines. Support Business Sponsors, Legal Counters and Compliance Counters with their requests for documentation and status of ongoing due diligence reviews. Escalate issues requiring decisions, new policies and / or procedures to the steering committee.

Manage the help desk email inbox and communications with business sponsors, legal counsel, andThird Party help desk vendors (i.e., Daylight, TransPerfect, SMART)

Track all due diligence requests from inception to final disposition

Assist in completing a quality review of all submitted documentation

Manage data provided by business sponsors and third parties in a case tracking tool

Ensure all requests are responded to within the service level agreement timelines

Generate daily and weekly help desk reports and manage to dashboard metrics

Work with Business Sponsor's to distribute and collect required documentation

Manage Excel tracking templates, case tracking tool inquiries and updates

Follow-up with Governance Committee coordinators to record the disposition of level 2 and level 3 due diligence recommendations

Manage the collection of required written documentation, verification of third-party training and updates to the case tracking tool

Capture frequently asked questions and work with the communications coordinator to publish month FAQs

Support the development of appropriate training materials for new third-party program tools (i.e., sharepoint)

Ensure due diligence packets, including initial requests forms, risk scores, due diligence reports, appeal requests, governance committee recommendations, and continue/discontinue decisions, and third party written documentation are filed and maintained appropriately

Assist with third party data inspections or internal audits, and manage the implementation of key audit recommendations as required

Requirements

Bachelor's degree in business, legal or compliance related field and 2 - 4 years of management experience

Track record of increased responsibility in management in a multi-national organization

Ability to work with all levels of management

Strong interpersonal and team-working skills

Attention to detail and strong organizational and analytical skills

Ability to maintain flexible working hours

Presentation and communication skills

Proficiency of Microsoft Office products

Preferred but not required

Hands-on FCPA experience

Written and verbal fluency in multiple languages is a plus

#J-18808-Ljbffr