The Complaints Management Advocate plays a vital role in supporting thousands of employees within the Global Client Onboarding and Service Organization. 

As a Complaints Management Advocacy - Senior Manager in the Advocacy Controls and Execution team, you will be responsible for intake, tracking, and partnering with business partners to ensure timely resolution for clients. You will need to demonstrate a strong sense of urgency, strict confidentiality, and a thorough understanding of regulatory requirements, which are essential for success in this role.

Job responsibilities

Direct the intake and documentation processes for customer complaints.Develop and implement strategies to resolve complaints efficiently, ensuring adherence to company policies and regulatory standards.Conduct thorough investigations to identify root causes and devise effective solutions for complaints.Collaborate with internal teams to uphold customer satisfaction and ensure compliance with regulatory requirements.Guarantee that complaint resolution processes are in strict accordance with company policies and regulatory mandates. Maintain up-to-date knowledge of regulatory changes and industry standards.Engage with internal partners to address complaints and drive continuous improvements.Foster a culture of collaboration and innovation within the organization.Analyze complaint data to discern trends and provide actionable insights.Assist with creation of comprehensive reports for senior management, detailing key findings and strategic recommendations.

Required qualifications, capabilities and skills:

Extensive experience in complaint resolution, customer service, or regulatory complianceIn-depth understanding of regulatory requirements and financial industry standards.Exceptional research, analytical, and problem-solving skills.Outstanding communication and interpersonal abilities.Possesses excellent time management and organizational skillsDemonstrates a strong sense of urgency and effectively prioritizes tasks based on risk.

Preferred qualifications, capabilities and skills:

Bachelor's degree preferred.