Mark - Program Manager at JLL with expertise in risk and compliance

Specializes in identifying, assessing, and mitigating risks across operational and compliance domains.

Experienced in leading cross-functional teams and managing complex projects from inception to completion.

Proficient in analyzing data to identify issues, trends, and root causes for informed decision-making.

Skilled in conducting audits, ensuring regulatory adherence, and implementing corrective actions.

Effective in coordinating with diverse teams and communicating complex information clearly.

I led a global inspection program for Amazon, ensuring compliance with health, safety, and facility standards across offices, warehouses, and studios., I managed over 10 inspectors and around 30 stakeholders worldwide, ensuring consistent delivery and adherence to protocols., I conducted training (both on-site and virtual) and oversee QA of inspection reports., I assisted in implementing new inspection software and led monthly business reviews, analyzing trends to enhance program outcomes., I identified and resolved systemic issues, creating action plans in collaboration with global stakeholders., Worked in a shared service environment and cross collaborated with various internal departments., I came up with process improvement initiatives that reduced inspector reporting workloads by around 50%.

I investigated and resolved high-level compliance complaints with a root-cause mindset., I trained new hires and QA analysts, conducted internal audits, and managed audit deliverables., I served as subject matter expert on regulatory policies including FTC standards., I performed data analysis to detect process risks and test control effectiveness., I worked directly with directors on ad hoc risk issues, ensuring operational alignment., I used tools like AS400, Salesforce, Mtigate, Iwatch, and CTM for risk and compliance oversight., I collaborated with several different departments in operations including CCB, AML, GSI, KYC, Collections, Fraud, and Customer Service., I ensured data was compliant and did weekly remediation reports.

I assessed digital transactions to identify and prevent fraudulent activity., I conducted customer interviews to mitigate risks and improve fraud detection accuracy., I tracked fraud trends to enhance proactive prevention strategies.

I fielded employee inquiries related to insurance, pension plan, vacation, sick leave, and employee assistance., I resolved employee complaints and grievances successfully through mediation and collaboration., I would advocate for employees, helping to identify and resolve conflicts., I provided floor support for other team members as an SME on policies and how to resolve complaints/employee requests.

I supervised daily team operations, managing KPIs and coaching staff to meet goals., I led recruitment and onboarding efforts and managed conflict resolution in escalated calls., I handled payroll processing using Excel and maintained departmental workflow.