The role involves managing the Commercial Banking (CB) complaint process by identifying, logging, and overseeing daily operations using the CAAS tool, while generating and distributing reports to stakeholders and performing regular quality checks. It requires maintaining analytics to provide management with insights into trends and complaint quality, partnering with cross-functional teams, conducting ad hoc analyses, and contributing to projects related to Complaints Management. 

As a Product Control Manager in the Complaints team, you will manage the Commercial Banking (CB) complaint process by identifying, logging, and overseeing daily operations using the CAAS tool, while generating and distributing reports to stakeholders and performing regular quality checks. You will maintain analytics to provide management with insights into trends and complaint quality, partner with cross-functional teams, conduct ad hoc analyses, and contribute to projects related to Complaints Management. You will also prioritize and influence the business roadmap, execute project tasks, update stakeholders, resolve issues, and ensure regulatory and complex client complaints are addressed. Additionally, you will support new process changes and adhere to updated timelines and guidelines.

 

Job responsibilities:

Demonstrate strong risk and control awareness, effectively prioritizing workloads and meeting critical deadlines. Communicate confidently and influence both internal and external clients. Utilize strong data and analytics skills with hands-on experience in data analytics and visualization tools. Drive process optimization and automation initiatives. Think strategically to review and implement process improvements. Collaborate with senior leadership locally and globally to achieve departmental objectives. Assist on ad-hoc projects as needed, establishing rapport with local and global senior management teams to drive technology and operations projects.

Required qualifications, skills and capabilities:

Hold a Master's degree in Business/Finance with minimum 10 years of relevant experience in client experience, operations, change management, complaints, and risk & controls. Demonstrate the ability to work independently and as part of a team, partnering across functional teams and interacting with all organizational levels. Exhibit excellent verbal and written communication skills, capable of presenting information with varying levels of detail and possessing an investigative mindset to address issues both broadly and in detail. Possess strong organizational skills to manage and prioritize multiple tasks within deadlines, along with practical experience in Excel, Visio, PowerPoint, Adobe Analytics, Alteryx, and BI tools.