Manager, Process Management - US Card Complaints Governance
Core
Manage customer complaint processes and drive strategic transformation to reduce risk across the US Card Complaints ecosystem.
Role type
Manager, Process Management
Builds
Documented, efficient, and compliant customer complaint management processes
Domain
Financial Services / Risk Management / Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process management, Project management, Risk management, Controls, Problem management, Strategy development, Change management, Stakeholder collaboration, Analytical skills, Strategic planning, Process improvement
Preferred skills
People management, Large-scale initiative leadership, Agile/Lean/PMP certification
Technologies
None stated
Responsibilities
Partner with leaders to align strategic development across the organization; Lead high-impact transformation initiatives and change management; Create process and delivery roadmaps with tech, product, and ops teams; Inform strategic programs by representing customer and agent perspectives; Consult with business partners to resolve complex problems and escalate roadblocks; Create and deliver presentations to guide leadership decisions.
Seniority
Manager, hands-on leadership
