Role Summary/Purpose:

The VP, Enterprise Complaints Governance Leader’s primary responsibility is managing the execution, communication and oversight of Business Control Group activities across the Complaints and Customer Experience program and broader enterprise. This includesleading the process control executionteam and ensuring monitoring and reporting toverify the completeness, accuracy, and timeliness of the monitoring of complaint activities. Additionally, this leader will be responsible to conduct governance routines for effectively managing change, coordination of data, and communications including regulatory updates and various subcommittee report outs. This role requires interaction with key stakeholders and leaders across the organization, a deep domain expertise in risk management, governance and controls, and the ability to independently assess process design to identify and implement enhancements needed to sufficiently mitigate risks. This role must be able to influence in a matrixed environment, and provide effective challenge that will continuously improve the effectiveness of complaint process governance across the organization.

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

• Identifies key business processes, controls and perform evaluations of risk to assess the effectiveness of the control and promotes improvement across the program and organization. 

• Design and lead resources in the frame work for all control routines including work papers, dashboards and standards for functional complaint organization. 

• Serve as issue coordinator for the Enterprise Complaints& Customer Experience program  ensuringaccurate issue description, identifiedrisks, corrective actions, and timely resolution including full risk mitigation and appropriate customerremedial actions. 

• Support the response to issues, matters pertaining to regulatory compliance, and complaint program effectiveness including Compliance Risk Assessment deliverables .

• Manage the delivery and presentation of executive level reporting to internal and external stakeholders. 

• Provide leadership, oversight and governance to a team of Process Control Managers who monitor, manage and track potential issues identified within root cause analysis processes to completion.

• Define the standards and monitor the execution of the established standards for quality review of complaints during intake, investigation, resolution and responses.

• Collaborate and strategically facilitate engagements with complaint process owners to effectively challenge process scope, process documentation, risk assessment, and risk mitigation.

• Conduct cross-functional activities designed to proactively identify and effectively manage changes needed to the process.

• Perform other duties and / or special projects as assigned. 

Qualifications/Requirements:

• Bachelor's degree and a minimum of 5years of hands-on experience with risk management, audit, issue management and/or governance experiencemanaging processes and people in a large matrixed organization. OR in lieu of a Bachelor's Degree, a High School Diploma / GED and a minimum of 8 years of hands-on experience with risk management, audit or governance experiencemanaging processes and people in a large matrixed organization.

• Experience providing effective challenge to senior level stakeholders through facilitated engagements, governance oversight, or audits with a focus on process governance, risk assessment, or control design.

• Issue Management experience including risk identification, risk mitigation initiatives and other remedial actions

• Demonstrated ability to problem-solve, create standard and non-standard control monitoring and reporting packages, share key insights to various audiences and prepare appropriate responsesin a timely manner. 

• Experience with cross-functional collaboration and partnership across all lines of defense

• Experience in crafting and presenting reporting and key messages to senior level stakeholders (internal / external) through the use of strong written and verbal communication skills

Desired Characteristics:

• Remediation Experience

• Risk Management experience within Financial Services Industry

• Ability to manage multiple complex initiatives

• Solid understanding of risks including knowledge of compliance rules and regulations, and key sensitivities, with performance reporting experience.

• Ability to perform ad-hoc analysis, glean and form business insights under aggressive timelines.

• Results-oriented; ready to challenge the status quo for continuous improvement.

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.