Work From Home- Associate Process Manager, Process & Reporting Management, US Card Complaints

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE) 

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

You will leverage your process and reporting background & knowledge in conjunction with your analytical skills to transform data into information that can be utilized to make business decisions and influence actions.  You will closely collaborate with the other Complaints Horizontal verticals in Governance, Intent and Delivery as well as Horizontal and Execution teams across CAO, CIFT, Servicing, Customer Resiliency & Fraud/Disputes.  In addition, you will also partner with stakeholders across the Card Channels organization on initiatives to help drive transformation and change necessary to achieve strategic objectives and process improvements across the overall Complaints ecosystem.

Organizational Summary:

The ECHOS organization supports key business processes that address the intake and handling of escalated customer complaints as well as collection of data to re-define operational reporting, pinpoint trends and identify improvement opportunities.

We are seeking a disciplined professional who excels in a team environment and is an expert in process management with an equally strong grasp of data and reporting capabilities. This individual will have demonstrated that they can create business critical reports which provide vital operational information and key insights to partners and stakeholders. This individual must be able to effectively communicate and influence partners across the organization and across multiple levels of leadership. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. 

• The process team within ECHOS is responsible for: 

  • Operationalization of Tier 3 Complaints intent

  • CAO and CIFT Advocate/Associate readiness 

  • Platform strategy for complaints intake & case handling

  • Operational data & reporting

  • Closed Loop Feedback & Insights

  • Process and intent ownership of the Abusive Customer L3

The ideal candidate will monitor and maintain processes to ensure they are followed correctly and help to resolve issues or escalate when necessary. Maintain and update process documents. Collect and analyze data and measure effectiveness of existing business processes. Communicate updates with internal customers on new and existing processes and provide internal customer support as needed. 

General Responsibilities:

• Monitor process to ensure it is followed correctly by the business; correct issues or escalate with manager if controls are not working as planned. 

• Update and maintain data infrastructure

• Connect data to reporting and new & existing dashboards that are critical for monitoring performance

• Write process maps, procedures, or other artifacts and may maintain/ update documentation for new and existing processes. 

• Draft, test and revise work instructions, gain relevant approvals and ensure regular reviews take place. 

• Collect, analyze and measure process data on the effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures; role may make improvements to processes. 

• Research best practices. 

• Collaborate with teammates on larger initiatives; may participate on cross-functional project teams and provide input for process improvement initiatives. 

• May develop project plans to execute process development and/or re-engineering. 

• Communicate updates with internal customers on new or existing processes; may include communications at the executive level; may provide customer service or training to users on process updates or rollouts; may deliver presentations. 

• May perform process or parts of the process as needed.