Business Unit Controls & Governance Manager

Job Summary

Essential Job Functions

• Lead and manage the department’s first‑line‑of‑defense business control and governance programs.
• Oversee control design, self‑assessments, procedure governance, process quality standards, and system/user access controls.
• Design and administer the departmental quality program, including evaluations and audits of personnel, processes, and systems.
• Partner with senior leadership to ensure compliance with local, state, and federal regulations, as well as internal policies, through communication, change management, and process design.
• Serve as a primary liaison with Legal, Compliance, Internal Audit, Risk Management, Finance, Privacy, Regulatory Affairs, Vendor Risk, ICFR, and Information Security.
• Translate audit findings and control deficiencies into corrective action plans and strengthened governance practices.
• Oversee remediation efforts, ensuring timely completion, coordination across stakeholders, and resolution of audit and compliance issues.
• Build, develop, and lead high‑performing teams that collaborate effectively with business partners.
• Influence and educate stakeholders on business control frameworks to gain alignment and sustained adherence.
• Analyze business processes, workflows, and systems to identify opportunities for efficiency, risk reduction, and service improvement.
• Design and evaluate process improvements and innovative solutions, assessing risks, benefits, timelines, and implementation feasibility.
• Use data analysis, metrics, and pilot programs to measure effectiveness and refine control strategies.
• Prepare and present clear, data‑driven reports and recommendations to leadership.Stay current on industry trends, regulatory requirements, and best practices in business controls and governance.
• Perform other duties as assigned.

Physical Actions

Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.

Physical Environment

Education Requirements

• High School Diploma or equivalent.
• Bachelors degree preferred. 
• CPCU or AINS certification preferred.

Experience Requirements

• Minimum seven years related experience required.
• Experience with governance controls and audits in contact center enviroment highly preferred 
• Minimum three years leadership or project management experience highly preferred. 

Additional Qualification