Senior Consultant

Job Description

Location: Bolingbrook, IL or Toronto, Canada (Hybrid)

In this position, you’ll be based in the Bolingbrook IL or Toronto Canada office for a minimum of three days a week, with the flexibility to work from home for some of your working week. In Toronto, the standard work week is 37.5 hours, typically Monday to Friday between 8:30 am to 5:00 pm. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

We have a unique opportunity for someone to contribute their talents and strengths as a Quality, Risk, Compliance and Knowledge Senior Consultant.

Computershare’s Communication Services (CCS) provides integrated customer communication solutions worldwide. We consult, design, build and orchestrate smart communications solutions across traditional and emerging channels to help clients drive increased customer engagement and optimize operational efficiencies. We enable our clients to meet legislative compliance and regulatory requirements across their full communications suite. We help keep our internal and external verticals at the forefront of cutting edge digital and print communication practices.

The CCS business has a strategy aimed at supporting the delivery of Computershare’s global priorities. We work to modernize communications and messaging platforms across the internal verticals. CCS is focused on redefining our business model to invest for long-term sustainability, taking advantage of the explosion in digital, real-time communications.

CCS teams are located in many of the Computershare key locations, including Australia, United Kingdom, Germany, Canada and the United States.

A role you will love

The Senior Consultant’s primary responsibility is to promote a sustained quality and risk culture by delivering on day-to-day operational quality and risk activities. Working hand in hand with Canadian and US colleagues, with the goal of driving consistency across the region and supporting delivery of the North American objectives.

Meeting day-to-day operating deadlines (65%)

• Manage day to day Enterprise Risk and Compliance obligations in accordance with the global framework, policies and process.
• Lead risk reviews and assessments (Risk Register, Risk Appetite, pRCSAs, FRCSA, Business Continuity). Consult on potential operational risks, applying risk management skills and analysis tools.
• Lead business continuity activities (BIA, risk assessment, plan, procedures….), coordinate testing, preparation of all internal and external required reporting and all continuous improvement of CCS ability to function seamlessly in a BC/DR situation, in line with corporate and global standards, policy and procedure.
• Support departments with findings and remediation plans. Ensure departments fulfill expectations and deliverables under the compliance management program.
• Manage any regulatory requirements and compliance reporting (Privacy, attestations…) as required by the Business Unit Risk and Compliance Officer
  
  

Time and cost savings from improvements (20%)

• Foster relationships with peers, employees and managers to be able to coach and promote a quality and risk culture using effective change management strategies, training, and consultation.
• Collaborate with the departments to assess and remediate systemic process gaps and reduce risk and increase efficiency.
• Facilitate cross functional process reviews and mapping to drive process improvement and efficiencies.
• Streamline process and procedures regionally and globally to the extent possible
  
  

Customer sat scores NPS / Sat (5%)

• Coordinate with internal and external stakeholders to effectively manage customer assurance, third party audits, and relevant aspects of contracting.
• Play a supporting role to Sales and Client Services, coordinating compliance responses and creating QRCK related collateral to support service delivery.
  
  

Employee quality and risk engagement score (10%)

• Lead and implement a regional knowledge management program, induction and CCS specific programs, that enable the continual improvement of all staff in skills and understanding relevant to their career path.
  
  

What will you bring to the role?

To Perform This Job Successfully, An Individual Must Have

• Minimum of 3 years of experience in operational risk management (i.e. Process risk control assessments, trend analysis, data and process mapping, internal process audits, etc.).
• Experience working in a progressive ISO 9001:2015program environment.
• Mid-level knowledge and experience in Canadian and US Data Protection/Privacy regulations.
• Good understanding of SOC 2 and information security industry standards.
• Change management experience and the ability to implement change to deliver required organizational and industry standards.
• Experience in developing, implementing and maintaining Business Continuity Programs.
• Strong Presentation skills: ability to create and deliver informational and learning resources to a broad group of participants physically and virtually – required
• Experience with analytics, ARCHER system, SharePoint, MS PowerPoint and reporting tools such as Power BI (required)
• Broad understanding of Communication Services business, solutions and products (print /digital) within a regulated environment - preferred
• Certified Risk Manager (CRM) - preferred
  
  

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

About Us

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

Fairness and culture

We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

About The Team

We're one of the world's leading essential communications businesses with over 30 years' market experience and expertise in the latest technologies. Our communications team design, create, deliver, receive, store and manage business critical communications that enhance customer experience and improve communication effectiveness for our clients.