Operational Excellence
We reinforce your drive for operational excellence and help you manage non-financial risks
We understand your process and internal control environment and help strengthen controls across all areas of operational risk.
Our teams are experienced at implementing programs to support third-party risk, employee conduct, customer complaints and business continuity. We help you review and optimize areas of strength while identifying and remediating areas of operational weakness.
- Business process mapping
- Process-based risk identification
- Process-based control design and effectiveness
- Business process transformation
- Quality Control design, monitoring, and testing
- Operational loss mitigation and management design
- Risk and control inventory
- Reporting taxonomy
- Internal control framework, including typology defined by preventative and detective, source, strength, and measurement of effectiveness
- Quantitative and qualitative risk assessment methodology including inherent and residual risk calculations
- 2nd Line of Defense effective challenge
- Aggregate results, risk profiles, and heat map reporting by organization, business line, and function
- GRC tool design and integration of other risk assessments
- Linkage to the issue management process for remediation of control weakness
- Linkage to the change management process for ongoing risk assessment updates
- Request for proposal
- Due diligence
- Risk rating methodology
- Contracting
- Ongoing monitoring and critical vendor management
- Reporting and governance
- Contingency planning and offboarding
- 4th-party risk
- Customer complaint intake sources
- Complaint investigations and response process
- Complaint tracking, reporting, and analyses including industry comparatives
- Risk rating methodology
- Root cause analysis, remediation, and customer restitution
- Complaint testing and audit
- Complaint resources, organizational design, and governance
- Employee hotline
- Code of Conduct
- Conflicts of interest
- Internal fraud
- Incentive compensation program
- Risk tolerance
- Source identification and monitoring process
- Risk triage and corporate response management process
- Management and Board responsibilities, committee structure and composition, and oversight
- Integration with risk appetite, scenario analysis, and stress testing processes
Our Experts
Karin Lockovitch
Senior Managing Director, Regulatory Compliance, Mortgage, and Operations Solutions
Mike Schuchardt
Senior Managing Director, Risk Management Solutions
Laura Huntley
Managing Director, Regulatory Compliance, Mortgage, and Operations Solutions
Mike Scarpa
Managing Director, Regulatory Compliance, Mortgage, and Operations Solutions
Lynne Johnston
Senior Director
Ready to Talk?
We work with you to understand your needs, so we can tailor our approach to your engagement. Learn more when you connect with our team.
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