Lead the design, implementation and ongoing maintenance of the Complaints Management Program ensuring alignment with all regulatory requirements and the enterprise complaints policy.Provide subject matter expertise to Lines of Business (LOB) with respect to all aspects of the complaints management program and support review of complaints to identify regulatory and operational risk. Oversee and participate in the design of complaint data and analytics reporting including the development… Show more Lead the design, implementation and ongoing maintenance of the Complaints Management Program ensuring alignment with all regulatory requirements and the enterprise complaints policy.Provide subject matter expertise to Lines of Business (LOB) with respect to all aspects of the complaints management program and support review of complaints to identify regulatory and operational risk. Oversee and participate in the design of complaint data and analytics reporting including the development of key risk/performance indicators to monitor trends and inform decision making and risk assessment activities. Work with Compliance and Technical Teams to develop a complaint monitoring & analysis framework to support targeted reviews of complaints managed across multiple channels to identify themes/trends of complaints.Evaluate and assist with requirements definitions for the complaints system.Design and review program implementation requirements and action plans to support testing and monitoring teams along with LOBs to support corrective action planning of complaint related audit/exam requests. Participate in audits, exams and remediation planning and provide solutions to action items.Direct the implementation of appropriate strategic/tactical solutions for compliance business requirements. Ensures adoption and identifies any outstanding compliance issues.Direct the monitoring and managing of regulatory requirements and reporting. Provide oversight for compliance adherence through self-assessment programs and examinations.Update metrics required by local, global and regulatory parties. Show less