Associate, Control Management, L1 Support & Client Solutions

The Associate in Controls Management Support Services Operations offers operational support for data control, reporting, and incident management. This role enhances control functions and protocols, ensuring efficient issue resolution. Collaborating with various control disciplines, the Associate addresses control issues across the firm. The Controls Room provides standardized control-related data, facilitating efficient reporting and analytics. The goal is to improve control oversight and efficiency through risk reporting standardization and automation, offering access to firmwide information and business risk insights.

Job Summary

As an Associate within the Control Management team, you will collaborate with various control disciplines to oversee and develop control functions and protocols. The Associate will engage appropriate teams to remediate control issues across the firm. The Controls Room serves as a firmwide Reporting Utility, offering standardized control-related data and facilitating efficient reporting, visualizations, and analytics. The primary goal is to enhance control oversight and efficiency through operational risk reporting standardization and automation, providing access to aggregated firmwide information and generating business risk insights. The Controls Room comprises several functional units, including Data Management & Operations, Analytics, Reporting, and the Project Management Office.

Job responsibilities

• Support daily system operations, including issue resolution, user requests, enhancement requests, and user acceptance testing.
• Assist in optimizing support tools and mailbox for user tickets/issues, ensuring timely resolution.
• Manage tickets escalate complex issues to L3 teams as required.
• Provide technology troubleshooting support for user and system issues, including data problems.
• Coordinate Access Administration and support Recertification for supported applications.
• Participate in projects, contributing to innovation and efficiency.
• Support junior team members, fostering a collaborative team environment.
• Demonstrate initiative by setting goals and motivating the team to achieve objectives.
• Contribute to continuous improvement initiatives to enhance service delivery and operational efficiency.
• Assist in managing key operational areas including user ticket management, data quality reconciliation, application health checks, defect and change management, entitlement management, reporting and analytics, release validation support, incident management, project management, and heightened support during new application go-lives.

Required qualifications, capabilities and skills

• Master's degree in Business Management/ Finance or bachelor's degree in Commerce/ Accounts or equivalent.
• 5+ years of relevant experience.
• Knowledge of risk management and control principles.
• Strong written and verbal communication skills.
• Customer service orientation with a focus on delivering high-quality solutions.
• Ability to communicate effectively with both Technical and Business Partners.
• Organizational, documentation, and multi-tasking skills with the ability to manage expectations and deliver results.
• Professionalism, self-motivation, and a proactive approach to problem-solving.
• Ability to influence and drive change.
• Familiarity with ITIL practices and frameworks.
• Experience with ServiceNow and Jira for incident management and project tracking.