The Issue Management Senior Analyst supports the execution and continuous improvement of the Enterprise Issue Management Program (IMP). This role is the primary point of contact for all issue management related activities, responsible for program adherence, governance, and execution, as well as tactical deployment within the Archer system.

This role provides oversight throughout the issue lifecycle, including identification, classification, root cause analysis, corrective action planning, validation, remediation, reporting, and escalation of issues across all business units and source groups. The analyst collaborates with first line business operations and risk roles, second line risk functions, and other stakeholders to maintain data integrity within Archer and support enterprise-level reporting and promote consistent issue management practices across the organization.

Duties & Responsibilities

Issue lifecycle management

• Support consistent intake, classification, tracking, and reporting of issues arising from regulatory exams, internal audit, compliance testing, risk assessments, and business self-identification.
• Track issue records from intake through validation, in partnership with issue owners, first line risk and business unit management, and second and third line risk functions.

Program guidance, standards & training

• Support maintenance of issue management procedures, standards, templates, job aids, and system guidance to promote consistent execution across the enterprise.
• Partner with Business Risk Leaders (BRL’s) and business unit leadership to apply consistent issue management standards and maintain timely updates to issue records.
• Provide guidance on Archer workflows and documentation expectations.
• Support training and awareness efforts related to the Issue Management Program awareness for issue owners/BRLs.

Issue quality control & data integrity

• Apply and challenge issue classification, severity, root cause, source, and risk rating criteria to promote consistent enterprise-level issue reporting and escalation.
• Monitor timely closure of issues and corrective actions, confirming documentation meets internal standards to support sustainability and validation requirements.
• Maintain accurate and complete data in Archer.

Reporting infrastructure

• Support the development and maintenance of Archer and Power BI dashboards, reporting logic, data feeds, and report templates used for enterprise issue management reporting.

Governance reporting & escalation

• Monitor aging, overdue items, extension requests, and missed milestones, coordinate escalation of delayed, systemic, regulatory, or high-risk issues through established governance routines.
• Prepare issue status reports, trend analyses, and governance reports for senior leadership and risk committees.

Archer system support & enhancements

• Partner with Archer administrators and technology teams on workflow enhancements, data field changes, reporting requirements, user acceptance testing, and defect resolution.

It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Qualifications

Education Requirements

• Bachelor of Arts or Science in Finance/Accounting, Business, or related field

Minimum Experience

• 5+ years of experience with previous Risk Management and/or Internal Audit experience in banking preferred. Prior management and/or supervisory experience leading risk management programs.

Knowledge, Skills, & Abilities

• Strong understanding of enterprise issue management lifecycle practices.
• Experience with issue intake, root cause analysis, corrective action planning, and closure validation.
• Ability to provide credible challenge while maintaining productive stakeholder relationships.
• Strong analytical and organizational skills with high attention to detail and accuracy.
• Demonstrated ability to communicate complex ideas clearly and appropriately for executive, technical, and operational audiences.
• Excellent critical thinking skills and ability to translate ambiguous issues into actionable plans.
• Self-motivated and adaptable, with the ability to manage multiple priorities in a dynamic environment.
• Extensive working knowledge of the financial services industry, products, and services
• Strong organizational skills or project management experience
• Effective written and verbal communication skills
• Ability to develop and maintain strong, collaborative relationships with mid to senior level management, other internal clients, peers, and audit.
• Strong computer skills (Microsoft Word, Excel, and PowerPoint). Experience with Governance Risk and Control (GRC) applications.

Physical Demands and Work Environment

Physical Demands

• Ability to communicate in person, on the phone, and through electronic channels
• Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor
• Ability to sit, walk, and/or stand for extended periods of time
• Ability to bend and reach

Work Environment

• Office: If the position reports to a physical Company location, the setting will be a typical office environment.
• Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable).  Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.

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