Senior Manager, Operations Risk Management

We're looking for a Senior Manager, Operations Risk Management to build and own Mission Lane's first line of defense across Customer Operations, reporting to the Senior Director of Operations.

Mission Lane earns the trust of the people it serves through small things, done right: a payment that posts, an account that reflects what it should, a fee that matches what was disclosed. This role exists to make sure the operations behind those moments always hold up. The Senior Manager, Operations Risk Management is responsible for the first line of defense that enables us to deliver on our commitments to our customers, every day.

This is a build role. In your first year, the defining work is establishing what first line risk owns at Mission Lane, where that accountability ends and the second line’s begins, and making sure the right people across the business understand and trust that framework.

• Partner with process owners across each business area - new customer originations, customer servicing and operations, payments, and portfolio management to assess risk, build controls, and drive remediation. The goal is to meet each function where it is in its risk thinking and move it forward from there
• Own and Manage the incident management process - from identification through corrective action and closure, using customer complaints and operational reviews as early signals for emerging risk
• Create and deliver executive-level risk reporting that gives senior leadership a clear, prioritized picture of where the risk is and what's being done about it
• Build and lead the team
• Work across Legal, Risk, and Compliance to ensure First Line and Second Line accountability is clearly defined and consistently executed

• You've built or formalized a first line risk function before. You know what it takes to get a risk program off the ground, how to build credibility with process owners, and how to keep moving when the path isn't clear.
• You've worked inside a mature risk framework, likely at a bank or large financial institution. You know what good looks like, and you're focused on solving Mission Lane's problem rather than recreating the model you came from.
• You approach this work as a strategist and a consultant. You know how to meet each process owner where they are and move the work forward.
• You know how to drive the risk function with data and technology - automated controls and risk identification vs. numerous auditors performing manual checks on small samples.

• 5+ years in first line operations risk management at a bank or financial services company
• 5+ years of direct experience working in a customer operations function
• 5+ years as a people manager
• A track record of building first line risk programs from the ground up, including translating risk strategy into functional plans and earning buy-in from senior leaders and process owners
• Clear, credible communication skills at the executive level. You can take a complex risk landscape and give senior leadership a clear picture of what matters most and what's being done about it
• Willingness and ability to travel ~4–6 times a year for focused, multi-day team sessions (typically ~2–5 days per trip)

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. 

It all started with a realization:  nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores. 

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status. 

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law.  Applicants can initiate an accommodation request by contacting peopleexperience@missionlane.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. 

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.