Help Desk Manager

Summary
Responsible for managing  help desk and ensuring compliance with established help desk guidelines. Support Business Sponsors, Legal Counsels and Compliance Counsels 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, and Third 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
• English language proficiency

Preferred but not required

• Hands-on FCPA experience
• Written and verbal fluency in multiple languages is a plus