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Enterprise Complaints Program Manager for Sales Practices/Employee Misconduct/Theme Analysis

Addison, Texas;

Job Description:

As part of the Enterprise Complaints Operations & Enablement 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 do the following: (1) provide analytical and reporting support, (2) gather, review and organize data into reports that monitor performance, and test the effectiveness of key risks and controls, and (3) 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 as well as provide strategic and FLU enablement support in executing control discipline in operational excellence. The individual must have the ability to present results to all levels of management in various forums, 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.

Required Skills

• Incumbents typically have over 7+ years of risk management and/or LOB/ECF experience.

• 5+ years of analytical and reporting experience.

• Highly proficient in Microsoft Office, expertise in Excel and PowerPoint

• Acute attention to detail.

• Strong communication skills and ability to effectively work with stakeholders and business partners.

• Working knowledge of Risk Control Framework.

• Strong working knowledge of complaints system of record (CTR) to come up with solutions that will optimize our complaint handling process.

• 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.

• 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.

Desired Skills

• Knowledge of compliance and operational risk, and customer complaints.

• SharePoint experience.

• Tableau and COGNOS Reporting Experience.

• Sales Practice/Employee Misconduct Business Acumen.


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No