David Golden

• Provide independent Second Line of Defense (2LOD) Operational Risk Oversight for Collections business units, including Charge-Off & Write-Off operations and Attorney & Agency servicing functions, ensuring material operational risks are appropriately identified, assessed, and governed within established risk appetite.

• Lead effective challenge of Risk and Control Self-Assessments (RCSA), evaluating risk identification, control design, residual risk ratings, and mitigation strategies to improve risk transparency, strengthen governance, and ensure alignment with enterprise risk management standards.

• Perform independent review and challenge of business-led Change Management initiatives, assessing implementation risks, control impacts, operational readiness, and post-implementation monitoring strategies to reduce execution risk and support successful business transformations.

• Govern the Issues Management lifecycle by evaluating root cause analyses, remediation plans, issue severity determinations, and corrective action effectiveness, ensuring sustainable issue resolution and reducing the likelihood of repeat control failures.

• Reviewed and challenged more than 175 issue submissions and facilitated conversion of over 115 items into formal issue management processes, improving remediation accountability, issue governance, and enterprise risk visibility.

• Utilized MetricStream and ServiceNow to assess risk inventories, issue portfolios, remediation activities, and governance reporting, enabling data-driven risk insights and enhanced executive visibility into operational risk exposure.

• Leverage Tableau reporting and risk analytics to identify emerging risk trends, monitor key risk indicators, and provide actionable intelligence that informs leadership decision-making and prioritization efforts.

• Conduct ongoing monitoring activities across Collections operations to identify adverse trends, emerging risks, and control weaknesses, resulting in proactive risk mitigation and strengthened operational resilience.

• Evaluate operational, customer, reputational, and regulatory risks associated with third-party collection agencies and attorney servicing relationships, driving improvements in oversight practices and risk governance.

• Present risk observations, challenge perspectives, and governance recommendations to senior leadership and risk committees, influencing risk mitigation strategies and strengthening accountability across the organization.

• Partner with First Line leadership, Internal Audit, Legal, Compliance, and enterprise risk stakeholders to resolve complex risk matters, enhance control effectiveness, and support a culture of sound risk management.

• Led Risk and Control Self-Assessment (RCSA) activities across Retail Banking, facilitating risk identification, control evaluations, and residual risk assessments that improved risk transparency and governance effectiveness.

• Managed the Issues Management lifecycle, facilitating root cause analysis, remediation planning, and corrective action oversight to ensure timely issue resolution and reduce operational risk exposure.

• Performed risk assessments and effective challenge of business initiatives and change management activities, ensuring operational risks were identified, evaluated, and mitigated prior to implementation.

• Facilitated Process Risk and Control Inventory (PRCI) workshops, partnering with business leaders to identify control gaps, improve process transparency, and strengthen the overall control environment.

• Executed ongoing monitoring activities and risk assessments to identify emerging risks, evaluate control effectiveness, and provide leadership with actionable insights that strengthened governance and decision-making.

• Utilized TurboRisk, Tableau, and enterprise reporting tools to support risk assessments, governance reporting, trend analysis, and executive decision-making.

• Maintained effective testing results across supported business areas through proactive risk identification, control evaluation, and stakeholder engagement.

• Collaborated with business leaders, auditors, and control partners to improve risk management practices, support regulatory readiness, and strengthen enterprise governance.

• Developed and managed a comprehensive annual control testing program, ensuring timely execution of testing activities and achieving zero overdue testing deliverables.

• Served as the senior quality control reviewer for testing activities, providing subject matter expertise and improving the consistency, accuracy, and effectiveness of testing results.

• Designed and implemented testing methodologies and scripts aligned with enterprise frameworks, improving testing efficiency and strengthening control validation practices.

• Led training and coaching initiatives for testing personnel, enhancing testing quality and increasing the identification of meaningful control gaps and process improvement opportunities.

• Built and maintained strong partnerships with business stakeholders, reducing conflict during testing engagements and improving collaboration on remediation efforts.

• Partnered with business stakeholders to identify process risks and procedural deficiencies, resulting in stronger operational controls and improved risk mitigation strategies.

• Assisted in the design and enhancement of controls that strengthened the overall control environment and reduced operational risk exposure.

• Collaborated with senior leadership to support strategic business initiatives, risk management objectives, and organizational change efforts.

• Worked with control partners to identify, assess, and manage operational risks across business processes and functions.

• Served as a subject matter expert and trusted resource for team members on risk management practices, controls, and governance expectations.