Crystal Morgan
Middletown,DE
Summary
Business Controls leader with 10+ years of experience across SoFi, PayPal and Venmo. I specialize in navigating complex regulatory environments with poise and precision. My expertise includes pulling in key stakeholders across all lines of defense, driving cross-functional alignment, and ensuring clear, compliant documentation.
Overview
21
21
years of professional experience
Work History
Senior Manager, Business Operations & Risk
SoFi
05.2024 - Current
- Redefined and scaled Marketing’s 1LOD Risk and Compliance programs by collaborating with the entire Marketing org and support functions (Risk, Audit, Legal, Compliance, Privacy, Finance, Business Controls)
- Engaged in complex initiatives to identify and assess risks and controls, developed strategies to remediate gaps identified and implement processes to effectively manage and mitigate risk
- Quarterbacked Marketing’s OCC compliance commitments including regulatory MRAs. Owned regular weekly and monthly reporting processes, from internal read-outs with Regulatory Relations to SteerCo meetings with executive leadership
- Direct oversight of Marketing’s complaint program, RCSA, issue management, model risk management, business continuity planning, regulatory responses, KRI metrics and more
- Represented the Marketing org across both internal enterprise-wide risk management forums and in coordination to regulator requests for response
- Oversaw KPI reporting, translating performance trends into actionable recommendations for leadership.
- Outstanding ability to develop and foster cross-functional relationships with key stakeholders across all three lines of defense
- Managed multiple competing priorities with a strong sense of ownership and accountability.
Business Controls Senior Issue Manager
SoFi
07.2022 - 05.2024
- Founded SoFi’s Business Controls team and contributed to development of issue management program by documenting operational procedures, developing controls, and overseeing reporting to ensure timely disposition and entry of issues
- Managed issues for Marketing, Finance, and Member business units by coordinating stakeholder meetings, performing root cause analysis to identify key risks, and devising corrective action plans for resolution
- Served as a key resource for GRC tools, guiding teams in the effective use of NFindings and ServiceNow.
Business Risk Control Lead, Venmo Credit Card & Mastercard
PayPal
09.2020 - 07.2022
- Managed the end-to-end issue management process for the Venmo Credit Card and Cashback Mastercard products.
- Worked effectively in fast-paced environments.
1LOD Business Testing Analyst
PayPal
09.2017 - 09.2020
- Initiated data collection, developed testing parameters, conducted testing, and analyzed results to ensure accuracy and reliability
Business Analyst
Swift Capital
02.2016 - 09.2017
Receiving Inventory Control Manager
BJ’s Wholesale Club
12.2005 - 01.2016
Education
M.B.A. - Strategic Management & International Business
Villanova University
Villanova, PAB.A. - Organizational Management
Wilmington University
Wilmington, DESkills
- Issue Management
- Risk analysis
- Management of control processes
- Proficient in RCSA methodologies
- Business continuity planning
- Compliance oversight
- Internal audit
- Model risk management
- Business control testing
- Customer complaint handling
- Exam management
- SOP creation and management
- Analytical problem-solving
- Cross-functional collaboration
Timeline
Senior Manager, Business Operations & Risk
SoFi
05.2024 - Current
Business Controls Senior Issue Manager
SoFi
07.2022 - 05.2024
Business Risk Control Lead, Venmo Credit Card & Mastercard
PayPal
09.2020 - 07.2022
1LOD Business Testing Analyst
PayPal
09.2017 - 09.2020
Business Analyst
Swift Capital
02.2016 - 09.2017
Receiving Inventory Control Manager
BJ’s Wholesale Club
12.2005 - 01.2016
B.A. - Organizational Management
Wilmington University
M.B.A. - Strategic Management & International Business
Villanova University