Consumer Customer Restitution and Remediations Leader
Comerica
- Farmington Hills, MI
- Permanent
- Full-time
- Develop and manage a comprehensive retail redress and remediation strategy that aligns with regulatory requirements and company values.
- Lead cross-functional teams to identify the extent of customer harm or non-compliance of identified issues through data analysis, audits, customer feedback or other means.
- Design and implement processes for investigating, validating, and resolving high priority, high visibility and/or complex customer complaints and issues.
- Ensure the appropriate staffing and engagement of business SMEs and risk and compliance stakeholders to deliver and execute aligned projects.
- Provide expert leadership and oversight to highly complex, visible and/or large remediation programs and bring successful completion on time, within estimated budget and with risk events / issues successfully remediated, with customer restitution completed.
- Manage vendor relationships as needed, contract negotiation and reconcilement of vendor invoices and hold vendor and internal teams accountable to cost / schedule / quality deliverables.
- Work with FLOD Retail Risk and Controls to build and maintain detailed reports that document the findings of remediation activities, actions taken, and recommendations for preventing future issues for large/complex/significant issues; develops and maintains all artifacts in adherence to all standards, policies and procedures.
- Provide expert risk management guidance to the team to address not only risks to be remediated but alleviating new risks from being created as a result of customer restitution and remediations actions.
- Ensures adherence to all government, corporate and department standards, policies and procedures in all technical artifacts, tasks and decisions across all teams.
- Drives transparency in the redress process, cultivating an environment of trust and respect with both customers and employees.
- Works closely with the communications department to craft clear, empathetic messaging to both internal and external stakeholders.
- Ensure teams develop and manage to the financial budget and schedule established for individual projects within the program.
- Employ expert financial acumen with proper financial forecasting and create financial reports for executive leadership communication.
- Review and approve the program budget updates and maintenance.
- Bachelor's degree from an accredited university
- Masters degree preferred
- 15 or more years
- Experience working in a team leadership setting to deliver programs made up of multiple restitution projects
- Risk Management experience -- possessing strong working knowledge of customer restitution and remediation through a control and issue management lens
- Program Management experience including managing highly complex projects individually and as a portfolio
- Vendor management / negotiation experience
- 7 years
- Project management and resource planning tools building and executing actionable plans
- Experience managing multiple related projects together as a program
- Effectively executing concurrent projects of varying size, cost, technologies, complexity and risk
- People Management experience, specifically managing complex teams made of up multi-functional staff, contingent resources and various levels of staff within own team
- PMP (or equivalent experience) required
- PgMP preferred