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Joy Glauser

309 West Periwinkle Lane, Newark, DE 19001

302-545-9876 ● joy@aol.com

CAREER FOCUS                                                                                                                                 

Risk Management / Governance● Project Management ● Process Improvement

PROFILE & SKILLS

·      Risk management professional with 7+ years of hands-on exposure to financial, operational, and technology risk issues. Experience includes: risk assessments (internal controls, vendor risk), controls testing (SOX, MAR, internal policy), standards development, liaison with audit (evidence, managing findings, remediation) and development of risk initiatives (fraud, access control, asset protection) and risk reporting (Archer Tool Suite).Gained broad risk perspective through experience in Banking, Life Insurance, Annuity, and Healthcare.

·          Manager with 10+ years of proven success in leading diverse, virtual teams of varying sizes. Have demonstrated success in establishing new teams, improving team productivity, managing budgets, addressing continuous changes in priorities, and consistently delivering on time. Ensure delivery of value-added services by maintaining customer focus.

·      Lead with highly dedicated work ethic and focus on relevant continuous learning. Obtained four certifications (CISA, PMP, CQM/OE, CSSGB) since 2003.

·          Experienced with presenting issues and resolutions to senior management including CFO, Head of Operational Risk, Director of Fraud & Security, Chief Insurance Risk Officer, Compliance Officer, Legal, Corporate Risk, Business Executive Steering Committee,Technology Operational Risk Committee.

·      Certified Project Professional with 10+ years of experience directing the efforts of cross-functional teams consisting of international business partners, vendors, compliance/legal professionals, and IT professionals. Demonstrated ability to manage projects with aggressive schedules, resource constraints, and changing scope.

EXPERIENCE

Risk and Controls Manager, Barclaycard US, Wilmington, DE           January 2012- Present

·          Ensure compliance with global and local risk and control policies, frameworks and procedures

·          Provide audit and compliance governance consultancy

·          Support business-as-usual and project-related control self-assessment activity

·          Support Risk Steering Committee and key management risk reporting

Key Accomplishments

·          Rebuilding IT Risk and Governance function for US credit card business

·          Driving IT issue remediation for multiple primary risks with privileged access, risk and control assessments, offshore resourcing

·          Manage process for internal/external audits impacting technology organization

·          Awarded ‘Most Tenacious New Hire’ by management team

Risk, Controls, and Security Manager, ING, West Chester, PA                  June 2010–December 2011

·      Lead/key participant in multiple initiatives to strengthen, streamline, and structure the technology control environment including Asset protection, Fraud controls, Audit Support,Risk Dashboard in Archer Tool Suite, and Vendor Risk Assessments in Archer Tool Suite

·          Managed internal/external audits for fourareas: Access Management, Monitoring, Infrastructure Operations, and Platform Security. Coordinated, facilitated, escalated, tracked, reported, and attended all audit-related meetings, activities, communication, issues/gaps, remediation actions and plans, responses, and statuses to audit groups

·          Managed relationships with process owner/management, Corporate Risk, and internal/external audit representatives.

·          Participated in corporate scorecard process supporting Asset protection and Fraud management

Key Accomplishments

·      Laid foundation for enterprise Asset Protection program including policies, standards, assessments, and control framework. Identified key enterprise- and site-level gaps for nine US sites and worked with process owners on remediation approach.

·          Developedinitial plan for Fraud program to build control framework, assessment, gap identification, and remediation approach.

·      Used data analysis skills to pinpoint the complexity and pervasiveness of findings, improve quality of Archer data.

·      Leveraged process skills to identify improvements that resulted in 30% decrease in resource requirements for IT audit support.

Joy Glauser

Risk & Controls Assessment Manager,  ING, West Chester, PA                         July 2007–June 2010

·      Leader of Finance Corporate Risk Team of nine Internal Control Specialists located in Des Moines, IA and West Chester, PA. Responsible for assessing the controls environment through the testing of SOX and MAR controls for the Retail Life, Retail Annuity, ING Financial Products, and Commissions Processing business units (16,000 testing hours annually).

·      Managed relationships with Business Risk Leaders, Internal Audit Management, and External Audit representatives with regard to SOX and MAR key controls to ensure risk status and issues are proactively communicated.

·      Proactively collaborate with Business Risk Leaders to improve key control environment through rationalization, recommending stronger control designs, coordinating rapid deficiency remediation, and ensuring an efficient, thorough testing approach.

Key Accomplishments

·      Established virtual team from ground floor, including recruiting, defining project management approach, and creating roles and responsibilities.

·      Improved productivity by 25% through reduction or testing budget

·      Proactively managed team resources to successfully assume additional unplanned responsibilities with minimal incremental resource requirements (MAR Dry Run testing, MAR End User Computing gap remediation,  SOX testing formerly performed by internal audit).

Information Protection Sr. Specialist, CIGNA International, Claymont, DE              Jan 2006- July 2007

·      Primary contact for technology control activities and issues including Information Protection, SOX IT Controls, Disaster Contingency Planning, and Business Continuity Planning.

·      Project management contact for corporate- and division-initiated projects addressing infrastructure, cost efficiency, IT remediation, and process simplification.

Key Accomplishments

·      Improved control environment through leadership on Role-Based Access, Data Masking, and Code Version Control initiatives that addressed identified control deficiencies.

·      Established Project Management Office methodology to improve communications, monitoring, quality, and success of Infrastructure projects that the CIEB Systems department was responsible for completing.

Project Manager,Team Manager,MBNA, Newark, DE                                           Sept 1993- Jan 2006

·      Leader of Release Environment Team of four release analysts responsible for delivering test environments for complex software releases.

·      Managed strategic and tactical projects through all stages of project life cycle for US, Canada, and European business units. Projects supported operations, finance, technology, and marketing.

·      Leader of Consumer Deposits Team of six business project managers responsible for delivering critical business solutions.

·      Lead the Finance Systems Business Team of four analysts in supporting the maintenance, development, and quality of the corporate data warehouse.

Key Accomplishments

·      Lead initial rollout of Corporate Data Warehouse and initiated Corporate Data Quality Function to ensure accurate and timely data was provided to all business users.

·      Spearheaded initiative that netted $12M in additional fee revenue per year using data mining approach.

·      Instituted revised testing approaches that reduced project testing time by 20%.

·      Key contributor to first corporate release management methodology rollout.

EDUCATION

Bachelor of Science, Applied Economics and Business Management

Cornell University, Ithaca New York

Project Management Professional (since 2003)

Project Management Institute

Certified Quality Manager/ Organizational Excellence (since 2003)

American Society for Quality

Certified Six Sigma Greenbelt (since 2006)

Breakthrough Management

Certified Information Systems Auditor (since 2009)

Information Systems Audit and Control Association

OTHER EXPERIENCE

Senior Quality Assurance Analyst, Users, Inc, Valley Forge, PA                     1992–1993

Senior Business System Analyst, Trilog, Philadelphia, PA                               1991–1992

Quality Assurance Analyst Team Lead, Towers Perrin, Philadelphia, PA         1988–1991

Operations Manager, The Vanguard Group, Wayne, PA                                  1984–1988

Account Representative, Compumark-Nielsen, Inc, Newtown Square, PA         1982–1984

COMMUNITY INVOLVEMENT

President, Delaware Chapter, Shoes That Fit March 1999–Present

·      Launched non-profit chapter that provides new shoes and clothing to children in need in Delaware.

·          Primary responsibility for funding, coordinating volunteers, projects, and budgets.

Key Accomplishments

·      Servedmore than 15,000 children with more than 100,000 items of clothing.

·      Recognized for community contributions by:

o  American Institute of Public Service

o  Governor of Delaware

o  State Senators and US President

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