About this role

Overseeing innovation and transformation of the complaints processes
Championing strategies to drive reductions in complaint volume
Streamlining manual processes and centralizing complaint processes
Reporting to the Governance, Engagement and Reporting Executive
Serving as the primary interface with key leaders in Consumer Front Line Units, Technology, Risk Management and Enterprise Complaints

Proven experience and in-depth knowledge of Enterprise Complaint policy requirements
Ability to create Executive Presentations and story boards to detail progress as well as operational efficiencies
Knowledge and creation of Operational Excellence business cases
Ability to track Return on Investments
Ability to collaborate with various leaders across the change process, including senior executives and strategic partners
Strong people skills demonstrated across various communication styles (both written and verbal)
Outstanding verbal and written communication skills; ability to simplify and summarize complex topics
Consumer Bank experience
Complaints background
Intermediate Excel Skills

Consumer Complaints Strategy – Innovation Business Control Manager

Key skills