Enterprise Complaints Program Manager for Complaints Tracking & Resolution (CTR) Complaint System of Record

Job Description:

As part of the Enterprise Complaints Operations & Enablement (ECOE) organization, the teams directly impact the firm’s ability to achieve and sustain the Complaints Program operational and regulatory excellence. The Complaints Transformation & Enablement (CTE) team develops strategies with key stakeholders to optimize our complaint processes across the company. In this role, the candidate must have the ability to understand a process, identify opportunities and create strategies that will drive operational efficiencies, as well as risk mitigation. The individual would work horizontally across various executive levels and build strong partnerships while ensuring accuracy of all deliverables are being met. The individual will provide strategic and FLU enablement support in executing control discipline in operational excellence and must have the ability to present results to all levels of management in various forums.  The individual will act as an ambassador of the risk culture and be inclusive of providing both tactical insight in high visibility projects as well as support of long-term planning.

Responsible for programs/projects specific to corporate change initiatives that have significant impact on how the company does business, provides a product or service, or executes a function. Project responsibility requires responsibility for staff and budget. Serves as primary contact to senior department managers for critical change initiatives. Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources. Accountable for analyzing present-state, developing alternative future-state approaches and facilitating implementation. Creates a clear, coherent approach to guide effective program/initiative setup, execution, and control. Ensures clearly defined responsibilities and accountabilities for key program/project roles. Integrates knowledge of end-to-end business process into program planning and decisioning processes. Develop, maintain, and report on an overall integrated delivery plan. Management experience with small to mid-size teams. Excellent project management skills, including the ability to prioritize work and meet deadlines. Strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes. Typically, 5+ plus years of program management experience.

Required Skills

• Incumbents typically have over 5+ years of risk management and/or LOB/ECF experience.

• Develops strategies with key stakeholders to optimize the enterprise complaints system of record, Complaint Tracking & Resolution (CTR) application, and framework to optimize our applicable processes across the company.

• Strong working knowledge of the Enterprise Complaints Program.

• Provide analytical support in executing internal control discipline and operational excellence with a Line of Business.

• Must have the ability to develop strategic process changes to improve operational efficiency.

• Oversees the remediation of audit and regulatory issues, including MRAs and Consent Orders as applicable.

• Strong relationship management skills to navigate the complexities of gaining buy-in, building consensus and resolving conflict.

• Self-starter, highly organized, excellent time management skills and ability to juggle multiple, competing priorities.

• Exhibit strong relationship management and interpersonal skills.

• Strong communication and power point presentation skills; able to target messaging to different audiences.

• Ability to navigate enterprise, research, and resource information across the bank.

• Ability to work independently – set and manage plans, achieve results.

• Highly organized and able to effectively multi-task and plan/manage deliverables.

• Demonstrated ability to drive action and sustain momentum / results oriented.

• Strong ability to establish relationships with partners and peers across teams in order to achieve optimal results.

• Strong ability to influence and lead diverse groups to achieve desired results.

• Experience presenting to senior leaders and proficiency in constructing executive level presentations and status reporting.

• Communicates and negotiates vertically and horizontally to align design objective.

• Non-Technology Program/Strategy Manager.

Desired Skills

• Bachelor’s Degree or equivalent experience .

Shift:

Hours Per Week: