Director, Bank Advocacy
Core
Lead day-to-day operations of consumer and regulatory complaint resolution for banking products (checking, savings, credit cards, lending) and oversee manager teams to ensure adherence to regulatory requirements and operational excellence.
Role type
Senior IC Director of Bank Advocacy
Builds
Consumer and regulatory complaint resolution processes and team performance
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
Dashboards & analysis | Client delivery
Required skills
Team leadership, complaint resolution, root cause analysis, process improvement, risk management, regulatory compliance, executive communication
Preferred skills
Retail banking operations, organizational change management, workforce expansion, data analysis for trend identification
Technologies
N/A
Responsibilities
Oversee team handling complaints across multiple channels in a high-volume contact center; monitor managers for performance standards and compliance; handle escalated member inquiries directed to executive management; present comprehensive complaint status updates to executive leadership; collaborate with bank leaders on communication policies and product lifecycle procedures; identify and mitigate operational and compliance risks.
Seniority
Director, strategic leadership & team management
