Sr. Dir., Retail Client Services Risk Management


Denver, CO

Industry: Diversified Industrial


Not Specified years

Posted 331 days ago


Enterprise Risk Management (ERM) works in partnership with other business and support areas to protect TIAA’s mission, financial strength and reputation through the proactive management of risk and to establish and promote a culture that supports intelligent risk taking and risk-based decision making.

The Senior Director, Retail Client Services Risk Management will be responsible for reviewing and assessing the operational design of our end to end client services, and collaborating with the Retail Client Services leadership teams well as the entire RFS leadership team to improve the everyday experiences of our clients while strictly adhering to all regulatory requirements around output management.


  • Responsible for driving second line of defense identification and quantification of enterprise and line of business risks for Retail Financial Services (RFS) in conjunction with RFS partners, Line of Business (LOB) executives, and other ERM functions and teams.

  • Successfully drive a culture of risk management within the first line business leaders of the Retail Client Services Group and drive an environment of proactive risk and control accountability by business leaders, functions, and teams.

  • Design, implement, enhance and embed in the business and support areas a robust framework for defining, assessing, measuring, monitoring and reporting operational risks for the various business areas using existing enterprise risk standards.

  • Design analytics and reporting to identify and monitor key risk and performance indicators to monitor the effectiveness of existing business processes and control programs.

  • Create and lead the revision of Retailrisk policies and procedures that are in line with corporate guidelines while engaging senior leaders in the adoption of these policies and procedures

  • Develop and defend a solid independent view of the level and instances of operational risks in the business in order to collaborate and provide effective challenge with Senior Business Leaders within Retail to provide comprehensive counsel to senior business leaders in the execution of risk- based decision making that is in alignment with RFS risk appetite.

  • Leverage RFS Risk team’s analytical skills to identify data relevant for analysis and improvement of current operating processes.

  • Assist the first line of defense to identify, define and monitor Key Risk Indicators to quantify risks and develop risk mitigation programs and controls to address them. Implement programs and limits to support risk-taking that are in line with corporate standards and the prescribed risk appetite.

  • Drive continuous improvement of risk review and governance processes across the Retail Client Services Group to ensure effective line of sight at Retail Financial Services governance committees as well as enterprise risk and compliance reviews as necessary.

  • Direct the implementation and ongoing use of Governance, Risk and Compliance (GRC) tools within Retail Financial Services used by both the business and ERM.

  • Support the implementation of risk and control self-assessment and related processes and the optimization of the control environment with focus on end to end process improvements.

  • Create and ensure accurate generation of executive level written and metric based reports and dashboards to highlight key operational risk issues, trends and potential impacts.

  • Interact with regulators as needed including the FINRA, IRS, state regulators and the Federal Reserve.

  • Represent leaders on specified risk committees and provide risk and performance reporting.

  • Provide counsel to business partners including senior business leaders to actively identify emerging risks, while providing mechanisms to facilitate identification.



  • Bachelor’s Degree is required.

  • Experience in financial services operations management or experience in risk/audit or compliance overseeing a financial service business is required; 10 plus years’ experience is preferred.

  • Experience evaluating end to end business process in financial services and recommending process improvements is required.


  • Graduate Degree; with a concentration in a Business related field of study.

  • Client facing experience with a retailfinancial services company.

  • PMP certification/Six Sigma Green Belt Certification.

  • Familiarity with risk identification and mitigation techniques and strategies.

  • Experience with identifying risk and implementing effective risk assessment processes, models, and systems in line with corporate guidelines.