Consumer Specialty Team Manager – Regulatory Complaints

Role Overview

• Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
• Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results
• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the 'why' and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner's mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Requirements

• 1 year experience in a manager or a leadership/support role (i.e. Coach, OSL, SME) within Client Protection
• Exceptional written and verbal communications skills to professionally interact effectively with all levels of management and Clients, including escalated and complex inquiries
• Comfortable with fast-paced, high pressure environment that requires working independently, as well as, in a team
• Self-starter with demonstrated ability to learn new skills and share knowledge/teach others
• Proven ability to manage and prioritize work to ensure deadlines are met while maintaining quality output
• Demonstrated experience in leading others to deliver
• Demonstrated experience in coaching to deliver productivity, reduce performance variability, and deliver metric results
• Ability to performance manage, including engaging partner organizations and delivering difficult conversations
• Strong understanding of complaints standard and requirements
• Risk focused mind-set with ability to escalate and debate findings and decisions
• Proven reputation as leader among partners and peers.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities