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Lead Regulatory Support Specialist
2 months ago
Position: Regulatory Support Team Lead
About Censeo Consulting Group:
Censeo Consulting Group is a premier management consulting firm located in Washington D.C., focused on empowering public sector and non-profit organizations to achieve operational excellence, enhance outcomes, and reduce costs. Our tailored approach to strategic consulting enables us to tackle our clients' most intricate challenges, fostering operational improvements that allow them to fulfill their public and social missions more effectively.
Our award-winning workplace culture is characterized by a close-knit community of 80 dedicated and talented professionals. We are committed to advocating for a more efficient public sector while nurturing friendships that extend beyond the workplace. Our flat organizational structure promotes a culture of entrepreneurship, where every team member is encouraged to contribute to decision-making and share in our collective successes. Each individual brings their unique personality to the firm, helping to shape our evolving culture in meaningful ways.
Role Responsibilities:
We are looking for a Regulatory Support Team Lead to enhance Censeo's initiatives in centralizing and optimizing support services at the Consumer Financial Protection Bureau. Key responsibilities include:
- Oversee all facets of client engagements, from project strategy formulation to final deliverable preparation.
- Establish and manage a new Tier 3 help desk support team.
- Achieve key performance indicators (KPIs) and service level agreements (SLAs) to ensure outstanding customer service.
- Position yourself as a trusted advisor to client stakeholders.
- Serve as the primary client contact, engaging regularly to discuss technical performance and support issues.
- Efficiently investigate and resolve escalated regulatory compliance challenges, ensuring minimal operational disruption while maintaining adherence to legal and regulatory standards.
- Exhibit strong customer service orientation, adept conflict resolution, and problem-solving capabilities.
- Follow up on completed tasks to guarantee user satisfaction and acceptance.
- Identify inefficiencies and propose enhancements to Help Desk processes as necessary.
- Monitor progress against all related activities and performance metrics.
- Engage in knowledge-sharing initiatives within the project team and across the agency.
- Manage and prioritize multiple competing tasks to deliver an exceptional customer experience.
Ideal Candidate Profile:
At Censeo, we seek distinctive candidates whose enthusiasm and passion will contribute to shaping our client insights and workplace culture. Our team comprises individuals with diverse backgrounds, expertise, personality traits, and preferences. Our success in serving clients and fostering a vibrant culture stems from our team's creativity, innovative problem-solving, and collaborative spirit. The following qualifications are essential for a successful Regulatory Support Team Lead:
- 5+ years of experience working with Federal or private sector clients.
- Bachelor's degree from an accredited institution (Master's degree preferred).
- Proven ability to lead cross-functional teams, including Salesforce administrators and business stakeholders, to resolve complex issues.
- Experience with Federal Government or private sector clients (preferred).
- Background in a helpdesk environment, including at least one year of Salesforce support (preferred).
- Experience working in or with a financial institution (preferred).
- Familiarity with the regulatory industry (preferred).
- Proficiency in Microsoft Office Suite (Teams/Outlook/PowerPoint).
- Exceptional attention to detail and strong organizational skills.
- Strong analytical abilities to interpret data, identify trends, and provide actionable insights.
- Excellent communication skills, both written and verbal.
- Effective time management skills and adaptability to changing priorities.
- Critical thinking skills to align tasks while mitigating challenges and achieving organizational goals.
- Ability to establish a high level of trust with clients.
Work Environment:
Censeo Consulting Group operates in a hybrid work setting, providing flexibility for remote work while maintaining an office presence in downtown Washington D.C. This arrangement allows for convenient client meetings and fosters a collaborative atmosphere for team-building activities.
Compensation and Benefits:
Censeo offers a competitive salary and comprehensive benefits package, including paid time off, flexible work arrangements, and opportunities for professional development. More details on our benefits can be provided upon request.
Commitment to Diversity:
Censeo is an equal opportunity employer, dedicated to ensuring equal opportunities for all applicants and employees, in compliance with all applicable state and federal laws regarding discrimination.
