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TCPA Process Controls Manager

Job Description

This position will be accountable for the day-to-day oversight of controls related to the Consumer Bank’s Automated Calling and Texting Standards which supports adherence with the Telephone Consumer Practices Act (TCPA). This individual will work directly with their aligned Consumer Bank Lines of business to ensure the standards are consistently executed while providing support for addressing customer, operational and regulatory needs.  The position reports to the TCPA Process Control Director.    
The position requires a strong background in Controls management as well as familiarity with regulatory governed processes.  In addition, the candidate will be expected to lead and partner with colleagues on metrics and business rules assessments, as well as executing independent reviews related to adherence to the established standards.  The position requires strong administrative as well as verbal and written communication skills to drive consistent adherence, reporting and documentation. 
  • Oversee the consistent execution of the Consumer Bank’s Automated Calling and Texting Standards across their aligned lines of business.
  • Serve as the primary contact for XLOB best demonstrated practices, systemic needs, readiness activities and health trends.
  • Serve as the primary contact for their aligned Lines of Business on questions related to the firm’s TCPA Automated Calling and Texting Standards; provide feedback and oversight on all identified risks and associated action plans
  • Coordinate and facilitate modifications to the standards resulting from regulatory changes, industry trends, customer feedback, and Line of Business operational and financial needs.
  • Provide periodic and robust reporting against established Lines of Business targets.  Identify and escalate negative trends to senior management, inclusive of overall control gap management/re-design of the xLOB control matrix.
  • Provide input to enhance business training programs on TCPA and Automated Calling Practices and Texting Standards.
  • Oversee Legal and Litigation forums to ensure documentation and integration into Intranet Communications and Standards.  
  • Build and execute line of business health summaries and roll up reporting to demonstrate overall health and risks within JPMC. 
  • Consolidate and document business rules for non-Standard TCPA Consent Repository practices.
  • Build out Intranet framework, update materials, load content, and create communication/banner pages.
  • Manage the agenda planning and execution of monthly TCPA Executive Steering Committee meetings including action item management, decisions rendered tracking, exceptions and renewals as well as material preparation.
  • Maintain Shared Services Process Mapping against TCPA Program initiated changes and/or Enterprise Release activities.
  • Maintain line of sight into any planned or executed Audit/Compliance reviews throughout the year.
  • Minimum 8 years of business experience; preferably with direct experience with Compliance and Controls monitoring; specific experience and knowledge with TCPA is preferred
  • Demonstrated ability to lead and influence across organizational boundaries
  • Strong communication, relationship management and influencing skills
  • Strong control orientation and analytical skills
  • Ability to effectively collaborate with fellow leaders in both the Business and Technology space
  • Expert in multiple business disciplines, functions and participates in the crafting and executing of the business' strategic direction
  • Bachelor's degree or equivalent experience, MBA preferred
Req #: 160033911
Location: Wilmington, DE US
Job Category: Compliance
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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