Complaints Oversight Compliance Manager
The Complaints Oversight Compliance Manager within the second line of defense is responsible for developing, participating in, and executing on, the Complaints Management Program for Comerica, relying upon a strong and deep working knowledge of applicable laws and regulations. This individual will report directly to the Deputy Chief Compliance Officer and work across the compliance organization and with the Corporate Quality and Customer Contact Center to help guide the implementation of organization-wide complaint management policies and procedures. The Complaint Oversight Manager will offer strategic guidance on interpreting laws, rules, and regulations; developing new policies and procedures; and remediating existing issues and enhancements. Additionally, this role will help create a strong compliance culture across the Bank by assisting in the development and enhancement of compliance program pillars.
Position Responsibilities:
Operations Management and Strategy
- Assist in the development and documentation of Complaint Management Program roles and responsibilities.
- Provide oversight, recommendation, and guidance on complaint management oversight as well as evaluation of the effectiveness and adequacy of policies, procedures, and controls.
- Expand and formalize Compliance testing and reporting of complaint root cause and trend analysis.
- Work with the Operations and Data team to develop and implement a data strategy to assist the Compliance Complaints team, including full population identification, automated testing strategies, and identification of operational efficiencies.
- Provide Complaint Management insights in the development and documentation of the Compliance Training and Oversight Program.
- Collaborate with Compliance Advisory and testing teams, and CCRA and RCSA teams on input and review of testing plans and execution of Compliance Risk Assessment (CCRA) and Risk Assessment (RCSA).
- Partner with Compliance Testing and Risk Assessment teams to review and adjust oversight to account for complaint trends and/or emerging risk.
- Escalate results to senior leadership in accordance with Comerica's policies and procedures.
- Document findings and remediation plans in accordance with Comerica's Issue Management process.
- Collaborate with colleagues including the wider Second Line of Defense Teams, First Line of Defense business units, and Third Line of Defense Audit Teams.
Regulatory Compliance and Business Partnership
- Provide advice, guidance, and oversight to the First Line of Defense business units, and Second Line of Defense Teams by possessing strong working knowledge of the applicable rules and regulations.
- Identify, measure, and escalate compliance risk issues to management as necessary.
- Provide compliance risk expertise to the lines of business on developing issue remediation plans and effectively managing regulatory change and risk.
- Maintain up to date knowledge of changing regulatory requirements and Comerica's business model to identify changes that might impact Comerica's compliance framework and the Compliance Testing plan.
Monitoring, Audits and Exams
- Assist in preparing/coordinating deliverables accurately and timely (i.e. responses, artifacts).
- Assist as needed in preparing responses to inquiries.
- Participate in other testing and monitoring activities such as KPI/KRI reporting, CCRA activities, audits, etc.
- Other duties as assigned
Position Qualifications:
- Bachelor's Degree from an accredited university or 4 years of relevant experience OR a High School Diploma or GED and 6 years of Risk Management or other related experience in the Financial Services Industry
- 8 years of experience in Financial Services or related industry
- 6 years of experience in compliance, risk management, legal, or financial services consulting with compliance testing as main area of focus, or similar
Licenses/Certifications:
- Certified Regulatory Compliance Manager (CRCM) certification or other applicable/relevant certification preferred
Category C - Days in the office will either be designated days or will vary week to week from 2-5 days
8:00am - 5:00pm Monday - Friday
To Be Determined Based on Individual Experience
