Manager - NAM Compliance

Description

POSITION SUMMARY

The North America (NAM) Compliance Manager is responsible for the overall success of the NAM Compliance initiatives as well as assigned compliance projects under the direction of the Global Compliance Director. The NAM Compliance Manager oversees all NAM compliance matters and processes and manages all NAM Compliance personnel.

• →In collaboration with the Training and Education Manager, provides ongoing training and education to NAM Compliance employees regarding policies and procedures, Standard Operating Procedures (SOPs), work instructions, regulatory requirements, enforcement standards, systems, and departmental processes.
• →Ensures changes to policies, procedures, SOPs, and compliance expectations are effectively communicated, understood, and implemented by the NAM Compliance team.
• →Provides day-to-day leadership, coaching, direction, and support to NAM Compliance employees.
• →Conducts regular team meetings and individual check-ins to communicate priorities, address operational issues, review performance, and promote team alignment.
• →Monitors employee workload, engagement, performance, and effectiveness and adjusts assignments and priorities as necessary to maintain an effective and productive work environment.
• →Identifies individual and team development opportunities and provides timely, constructive coaching and feedback.
• →Partners with employees to establish development goals and plans that support continued professional growth, expanded capabilities, and departmental succession planning.
• →Promotes a culture of accountability, collaboration, inclusion, continuous improvement, and purpose while maintaining focus on departmental and company objectives.
• →Completes required company training and ensures adherence to established company policies, procedures, and management expectations.

• →Participates in cross-functional and global compliance initiatives, projects, audits, training programs, and process-improvement efforts as assigned.
• →Maintains awareness of emerging compliance trends and business practices affecting the NAM region and communicates relevant risks or operational impacts to leadership.
• →Performs other compliance and management responsibilities consistent with the position and as assigned by the Global Compliance Director.

Technologies and Software Proficiency:

• →Microsoft Office Suite
• →Compliance Monitoring and Case Management Software

QUALIFICATIONS AND EXPERIENCE

• →Minimum: High School diploma, bachelor’s degree, or equivalent experience preferred
• →Minimum of 2-4 years of experience within the direct sales industry with 5-7 years of program/project management      experience
• →Previous experience with and working knowledge of compliance processes and functions
• →Proficiency in relevant computer systems (Microsoft Office Suite, content and presentation creation tools, etc.)
• →Ability to maintain confidentiality and handle sensitive information with discretion
• →Strong leadership and management skills.
• →Strong written and oral communication skills 
• →Strong analytical, critical thinking, problem-solving, and research skills.
• →Strong background in developing and implementing training programs
• →Proficiency in training and content application
• →Proficient in data collection and analysis
• →Experience with systems setup, integrations, and automation.
• →Experience in communicating effectively with a broad range of teams, departments, and stakeholders.
• →Ability to work cohesively and effectively with all departments and personnel.
• →Ability to adapt to frequent changes and handle time-sensitive, high-pressure demands.
• →Proficient in handling and maintaining confidential information.
• →Proficient in learning, understanding, and training on SOPs and Instructional documents 

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to remain in an office at a computer workstation and access information from a computer. The employee is required to be mobile to, from, and within the office. The employee may occasionally move up to 25 pounds.

• Provides day-to-day management and operational oversight of the NAM Compliance team, including a team of approximately 6–8 employees.
• Maintains responsibility for the effective execution of NAM Compliance operations, escalating significant risks, trends, resource needs, and policy matters to the Global Compliance Director as appropriate.
• Establishes team priorities, assigns work, monitors workloads, and reallocates resources to support timely and consistent completion of compliance responsibilities.
• Monitors employee attendance, schedule adherence, availability, productivity, case volume, case aging, and other established performance expectations.
• Provides timely feedback regarding performance and addresses performance concerns in coordination with the Global Compliance Director and Human Resources.
• Reviews and approves employee timesheets, time-off requests, and other workforce-management matters consistent with company policies.
• Partners with Human Resources and the Global Compliance Director regarding recruiting, interviewing, hiring, performance management, disciplinary actions, and other employment decisions.
• Provides guidance and support on complex, sensitive, or escalated compliance matters and assumes direct management of cases when appropriate.
• Ensures NAM Compliance activities are performed consistently with established global compliance standards, policies, SOPs, and approved enforcement practices.
• Serves as a primary compliance liaison for NAM Sales, Customer Service/Support, Marketing, Communications, and other internal departments.
• Builds effective working relationships with NAM field leadership while maintaining appropriate independence and consistency in the application of compliance standards.

• Establishes, monitors, and reviews daily, weekly, and monthly NAM Compliance performance metrics and KPIs, including case volume, aging, response times, productivity, quality, remediation, and other established measures.
• Evaluates the quality and consistency of case handling to ensure investigations, documentation, communications, and corrective actions meet established compliance standards.
• Uses compliance data, case trends, and operational analytics to identify emerging risks, recurring issues, training needs, resource requirements, and opportunities for process improvement.
• Prepares and provides regular reporting and meaningful compliance insights to the Global Compliance Director and other leadership as requested.
• Leads or participates in process-improvement initiatives designed to increase efficiency, consistency, documentation quality, and application of compliance best practices.
• Assists in establishing departmental goals, priorities, workflows, service expectations, and resource requirements.
• Collaborates with NAM Sales, Marketing, Communications, and other business partners to provide compliance guidance regarding programs, communications, field initiatives, and marketing or sales materials.
• Identifies material or emerging compliance risks and promptly escalates matters requiring global, Legal, Regulatory, or executive review.

• Oversees monitoring and review of NAM Brand Partner and Customer activities for potential violations of company policies, compensation plan requirements, regulatory expectations, or other applicable standards.
• Manages and oversees NAM compliance intake channels, including compliance emails, internal referrals, monitoring alerts, complaints, and reported policy violations.
• Ensures reported concerns are appropriately triaged, prioritized, assigned, investigated, documented, and resolved within established timelines.
• Conducts or oversees investigations of alleged policy violations and other problematic activity, ensuring relevant facts, records, communications, transaction information, and supporting evidence are appropriately gathered and documented.
• Evaluates available information against applicable policies, procedures, and established enforcement standards to determine whether a violation has occurred and identify appropriate remediation or corrective action.
• Ensures compliance decisions are supported by appropriate documentation and are applied consistently across similarly situated cases.
• Drafts, reviews, approves, and maintains compliance notices, warning letters, remediation requests, educational communications, case summaries, and other compliance documentation.
• Implements approved corrective actions and sanctions and monitors completion of required remediation.
• Escalates significant, high-risk, repeat, sensitive, or precedent-setting matters to the Global Compliance Director and other appropriate stakeholders.
• Maintains accurate and complete case records in accordance with departmental documentation and record-retention requirements.

• Partners with NAM Sales and other business stakeholders to develop practical resolutions to compliance matters while maintaining the integrity of company policies and compliance standards.
• Provides guidance to NAM Sales, Customer Service/Support, and other departments regarding compliance policies, case-related questions, and appropriate responses to Brand Partner or Customer inquiries.
• Develops templates, talking points, educational communications, and other resources to assist NAM personnel in responding consistently to sensitive or complex compliance matters.
• Provides general and targeted compliance education to NAM Brand Partners, field leadership, and internal stakeholders based on identified trends, risks, and business needs.
• Identifies recurring field behaviors or misunderstandings and recommends proactive education, communication, or process changes to reduce future compliance risk.
• Supports the implementation of global compliance initiatives within the NAM region and provides regional feedback regarding effectiveness, operational challenges, and emerging risks.

• Serves as a designated NAM Compliance contact, as directed by the Global Compliance Director or Legal, for matters involving regulatory bodies, government agencies, outside counsel, third parties, or other external stakeholders.
• Coordinates internally with Legal, Regulatory, and other appropriate departments before providing substantive responses or company positions to external authorities.
• Assists with gathering records, documentation, case histories, and other information required to respond to regulatory, legal, or third-party inquiries.
• Promptly escalates regulatory inquiries, legal demands, governmental communications, or other matters presenting material risk to the Global Compliance Director and appropriate company leadership.

LifeWave is committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all. We embrace the principles of the Americans with Disabilities Act (ADA) and strive to provide reasonable accommodations to qualified individuals with disabilities.

In our pursuit of building a diverse and talented team, we encourage candidates of all abilities to apply for positions at LifeWave. If you require accommodation during the application or interview process, please inform our HR department, and we will work with you to ensure your needs are met.