Product Control Manager- Associate
Aumni
Job Description
Client Experience is a multifaceted organization comprised of Competitive Intelligence, Market Research and Analytics, Client Journey Mapping, Complaints management and Client/Crisis Communications that support all lines of business in Commercial Banking.
Summary: The Client Experience analyst will join a highly complex organization that is transforming the framework for complaints management and handling process. The individual must support the implementation of processes and toolsets to deliver the best client experiences specifically supporting complaint identification, resolution and remediation. This individual will interface and collaborate with all levels and functions throughout the business, including with analytics and data teams across the organization.
This employee should have a passion for improving the client experience, data and analysis, and how that information can be used for better decision making. In addition to supporting the development of both a compliant and top class complaints management process, the employee would need to be comfortable and capable of working with multiple business partners, clients, and senior executives, communicating with them at their level of analytical/technical understanding.
Job Responsibilities:
- Support CB’s Complaint process – Identify and log complaints on CARE tool, manage the day today operations, to send out daily/monthly reports to different stake holders and perform quality check on a regular basis.
- Maintain periodic analytics to provide management with full insight into emerging trends and the quality of the originated complaints
- Partnering with cross-functional teams including the Business, Technology and Operations
- Conduct ad hoc analytics and contribute to various projects representing Complaints Management
- Prioritization and influencing stakeholders on business roadmap
- Responsible for the timely execution of project tasks, stakeholder updates, resolving and escalating issues
- To identify regulatory, vendor or any other complex client complaints received and ensure relevant actions are being taken to address them
- To follow up with business and update resolution details on CARE regularly
- Support new process changes and adhere to new timelines/guidelines as and when they are implemented
Other Responsibilities
- Strong risk and control awareness, ability to effectively prioritize workloads and work to critical deadlines
- Confident communicator & influencer to both internal and external clients
- Drive process optimization and automations
- Strategic thinker, able to review and implement process improvements
- Work with Senior leadership locally & Globally including to achieve departmental objectives.
- Assist on ad-hoc projects as needed
- To establish rapport and work with local and global Senior Management Teams across multiple geographies to drive various technology & operations projects
- Effective stakeholder influencing and negotiation skills
Required Qualifications, Skills and Competencies:
- 6-12 years of relevant experience (Client experience, Change management, Complaints, Risk & Controls)
- Self-starter, ability to work both independently and as part of a team
- Ability to partner across functional teams and interact with all levels of the organization
- Excellent verbal and written communication skills with the ability to present information in differing degrees of detail
- Investigative mindset, able to see issues at both high-level and in detail
- Good organizational skills - manages & prioritizes multiple tasks within deadlines
- Strong practical experience of Excel, Visio, PowerPoint,Adobe analytics, Alteryx 101
- Bachelor’s degree in Commerce, Business administration or any other related field or equivalent work experience. Post Graduate qualification is a plus.
- Financial service industry experience desired, but we are open to evaluating candidates with strong matching backgrounds from any industry.