U.S. Bank RCA Manager 2 in Concord, New Hampshire
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
The position of ECM Governance Manager has two components: Policy manager and oversight of the Enterprise complaint management system. Responsibilities of the policy manager include translating program requirement changes into ECM Policies and Standards, facilitating policy and standard stakeholder review to gather feedback before changes occur, and coordinating the gap analysis process with business lines following each material policy and standard change. The Policy manager also supports other ECM documentation such as maintaining various user guides, process flows, keeping LMS courses and Third Party Training documents current with Policy requirements, various communication blogs, and internal procedures. Oversight of the complaint management tool involves working with TOS business partners, assigning priorities to enhancements to ensure they are implemented as needed, and managing 1 FTE who is dedicated to enterprise complaint management system work. This position will also contribute to the pending Union Bank conversion through Policy changes, complaint management system changes, and converting historical complaint documentation to U.S. Bank.
Bachelor's degree, or equivalent work experience
Ten or more years of experience in an applicable risk management environment
Considerable knowledge of applicable laws, regulations, financial services, and regulatory trends that impact customer complaint management
Considerable knowledge of the business line's operations related to customer complaints, products/services, systems, and associated risks/controls
Considerable knowledge of Risk/Compliance/Audit competencies
Strong leadership and management skills of processes, projects and people
Excellent written and verbal communication skills
Familiarity with case management systems and ability to translate business needs into design
Strong analytical, problem-solving and negotiation skills
Proficient computer skills, especially Microsoft Office applications
Familiarity with the EPM system for Policy Management
Experience managing staff
Project Management experience
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .
EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .
Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $108,545.00 - $127,700.00 - $140,470.00
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
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