Germaine Clark is a Director on the Professional Standards & Quality team. She is responsible for global risk management and mitigation of all practitioner opportunities and engagements, including the refining and development of processes to ensure quality control and risk management measures are in place. In this role she manages the firm’s global engagement acceptance process (conflict checks, conflict resolution, and engagement risk of the contracting process). She provides oversight for the development of software functionality for compliance management, along with all practice policies, procedures, and processes.
Prior to this role, Germaine developed, implemented and managed the firm’s client satisfaction program which is a firm wide initiative where in-person interviews were conducted with Navigant’s valued clients. Client satisfaction survey teams, comprised of senior members of our firm, met with our clients to solicit candid feedback and quantitative ratings on their satisfaction with our teams, communication, engagement management and overall performance of our expertise, services and deliverables. From this feedback, we gained valuable real time insights on how to improve our performance after assessing the results of the external quality control reviews.
Prior to joining Navigant in 2006, Germaine worked at Deloitte & Touche in their Risk Technology and Capital Markets practice where client facing engagement efforts were dedicated to areas such as SOX compliance, systems integration, trading and execution, and regulatory compliance.