Manager, Process Management - US Card Complaints Governance (Hybrid)

Manager, Process Management - US Card Complaints Governance (Hybrid)

As a member of the Complaints Governance and Intent Team (CGI), you will leverage your risk management skills in conjunction with process management background & knowledge to ensure the processes we develop or execute upon are properly documented, accurately updated and efficient.  You will closely collaborate with other Complaints Horizontal verticals in Intent & Delivery; as well as escalated Operational teams and partner with stakeholders across the Card Channels organization on initiatives to help drive strategic transformation, accountability and necessary change to achieve well-managed objectives reducing risk across the overall Complaints ecosystem

 

Organizational Summary

The CGI Team sits within the Customer Services & Strategy organization and owns the Manage Customer Complaint (MCC) L2. The team ensures key business processes that address customer complaints & inquiries are cared for throughout the US Card Complaints Management program. We have ~10 associates in our organization and are primarily located in the Richmond, VA area with some members co-located in West Creek 2. 

 

We are seeking a disciplined process professional who excels in a team environment and is an expert in process management and improvement with a strong understanding of Risk, Controls, Problem management and Strategy development. This individual will have demonstrated that they can improve processes in the past, resulting in risk reduction and removal of arbitrary uniqueness. The ideal candidate must be able to effectively communicate and influence partners across Channels and across multiple levels of the organization, strong analytical skills, attention to detail, and the ability to adapt to an ever- changing, fast-paced environment. This individual must display strong judgment and problem solving skills to be able to drive change, elevate processes and ensure US Card Operations adhere to the requirements within the Enterprise Complaint Standard in a well managed fashion and is always ‘camera ready’ for 2nd and 3rd line activities. The successful candidate will possess exceptional collaboration & prioritization skills with the ability to execute against strict timeliness requirements when managing open Problems/Events, Audit/Exam reviews or during L2 Control execution and/or testing.

 

We are looking for a leader who can

Lead Strategic Direction 

• Partner closely with org-level leaders to ensure strategic alignment of process work across the Channels organization. Specifically ensuring a focus on (1) Process intent delivery and operational readiness (2) influencing product roadmaps through the delivery of insights and strategic listening

• Inform our strategic programs and initiatives, partnering with project and product teams to represent the customer and agent perspective to design to develop processes that track progress, identify and address issues 

• Lead high impact transformation initiatives and change management, contributing to the overall outcomes, definition, scoping, design, and delivery of the business

 

Influence

• Create process & delivery roadmaps in partnership with tech, product, ops and intent teams with a focus on human centered design  

• Ensure the design is built for agents, customer and aligns to Enterprise Complaint Standard requirements

• Create and deliver presentations to our leadership to guide and influence discussions and decisions 

 

Lead Horizontally 

• Create, establish, and manage communications across teams to ensure optimal engagement of leaders 

• Consult with business partners to understand complex problems with a goal of resolving issues and/or escalating road-blocks as necessary to meet business deadlines

• Help deep-dive, analyze, and solve ambiguous problems

• Work with transformation teams to develop recommendations to stakeholders

 

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Process Management OR Project Management.

• At least 2 years of experience in People Management

Preferred Qualifications:

• Bachelor's Degree or military experience

• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)

• 3+ years of experience in Process Management