Principal Associate, 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 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 transformation, accountability and necessary change to achieve well-managed objectives to close open Problems and reduce 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 occasionally co-located in West Creek 2. We have a virtual first environment that welcomes the ability to be in person when and where able.

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 Governance. This individual will have demonstrated that they can improve processes in the past, resulting in risk reduction and removal of arbitrary uniqueness. This individual 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 a dynamic agile environment are essential to succeeding in this role. 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. The successful candidate will possess exceptional collaboration skills, strong attention to detail, and the ability to execute against strict timeliness requirements when managing open Fuse Problems/Events, Audit/Exam reviews or during L2 Control execution and/or testing.

General Responsibilities

• Ensure adherence to the Enterprise Complaints Standard and overall health of our L2 processes

• Work with Complaints Partners to remediate Fuse Problems and Events opened as a result of nonadherence to the Enterprise Complaint Standard or other breakdowns

• Create, maintain and test MCC L2 owned Fuse Controls

• Providing subject matter expertise on processes when representing the department in Audits, Exams and other 2nd line oversight initiatives.

• Build relationships and collaborate with cross-functional key stakeholders to identify potential risks within existing and new processes to drive well-managed outcomes

• Leading and owning oversight of specific process improvement work and collaborating with teammates on larger initiatives that impact the Complaints Program

• Identify opportunities and work with peers, business stakeholders and key partners to embed risk management practices into our daily operations and business processes across the organization

• Transformational storyteller who has the ability to clearly convey information to various stakeholders and at times, Executives to gain buy-in, or a decision

Basic Qualifications

• High School Diploma, GED or equivalent certification

• At least 2 years of escalations experience

• At least 2 years of experience in Process Management, Product Management, Relationship Management, Compliance or Risk Management

• At least 1 year of Agile experience

Preferred Qualifications:

• Bachelor's Degree or military experience

• 3+ years of experience in Process Management, Product Management, Relationship Management, Compliance or Risk Management

• 1+ years of experience in Problem Management

• Lean, Six Sigma, Business Process Management or SAFe certification

• Strong communication and collaboration skills