Stephanie Hillwick
Summary
Senior Business Controls executive with deep expertise leading control strategy for multibillion-dollar Credit Card portfolios within highly regulated environments. Proven track record of transforming underperforming, high-risk businesses into strong, well-controlled organizations, delivering sustained improvements in audit outcomes, regulatory alignment, and operational discipline. Trusted partner to senior leadership, known for embedding strong control cultures, driving large-scale remediation, and balancing risk management with business growth and customer experience.
Overview
29
29
years of professional experience
Work History
Head of Rewards Business Controls & Operations
JPMorgan Chase
Missouri
02.2022 - Current
- Lead enterprise Business Controls function for a multibillion-dollar Credit Card Rewards business, ensuring a strong, resilient control environment supporting ~70MM orders in 2025 valued in excess of $10MM.
- Transformed a high-risk underperforming organization, achieving significant improvements in audit ratings from Unsatisfactory to Strong controls effectiveness, and observed a 96% reduction in Issues / Action Plans.
- Direct end-to-end risk and control strategy, embedded governance, issue management, and control validation practices leveraging AI, data-driven insights, and readiness practices that ensure timely identification, escalation, and sustainable remediation of risk.
- Build and lead high-performing, multi-location teams, fostering a culture of accountability, transparency, and continuous improvement while enhancing operational efficiency.
Executive Director-Recovery & Litigation Controls
JPMorgan Chase
Missouri
01.2011 - 02.2022
- Designed and implemented a comprehensive controls framework aligned to regulatory expectations and enterprise risk standards, enabling consent order closure, and the re-start of a Litigation business for Card Collections to address a ~3% annual charge-off / loss rate.
- Established governance routines and reporting framework providing real-time visibility into risk posture, enabling proactive decision-making at the executive level.
- Enhanced third-party and operational risk oversight, strengthening due diligence, monitoring, and control integration across the Card Collections ecosystem of 15 Agencies and 20 Law Firms.
- Partnered with Senior Executives, Legal, Compliance, and Regulators to navigate heightened regulatory scrutiny, successfully restoring confidence and enabling continued business growth.
Vice President - Progressive Leadership Roles
JPMorgan Chase
Illinois / Missouri
08.1997 - 01.2011
- Directed collaborative efforts to create a comprehensive third-party oversight framework for credit card organization, promoting standardized oversight practices for nearly 4,000 suppliers.
- Selected to spearhead call center operations setup in Mumbai, India, Manila, Philippines, and Cebu, Philippines, focusing on servicing and fraud card business units.
- Selected as inaugural team member to spearhead recruitment and training initiatives for new call center operations in Springfield, Missouri.
Education
Master of Science - Management
Aurora University
Aurora, ILBachelor of Arts - Psychology
Creighton University
Omaha, NESkills
- Risk Management Framework
- Cross-functional Teamwork
- Strong Attention to Detail
- Strategic Decision-making
- Clear Interpersonal Communication
- Third Party Risk Management (TPRM)
- Problem Resolution
- Large Language Models (LLM) / AI
- Operational Governance & Discipline
- Cultural Transformation
Timeline
Head of Rewards Business Controls & Operations
JPMorgan Chase
02.2022 - Current
Executive Director-Recovery & Litigation Controls
JPMorgan Chase
01.2011 - 02.2022
Vice President - Progressive Leadership Roles
JPMorgan Chase
08.1997 - 01.2011
Master of Science - Management
Aurora University
Bachelor of Arts - Psychology
Creighton University