The US Head of Consumer Practices, Government Affairs & Public Policy serves as a voice for consumer interests within the organization and oversees the analysis and governance of complaints and incidences with customers. In addition to managing the complaint management process across the US entities, this position is also primarily responsible for advising management on important consumer financial services product and consumer protection considerations and the execution of remediation plans to address regulatory matters.
In collaboration with other functions, helps ensure management has a good understanding of associated risks, opportunities and potential business issues
Ensures proper intake, investigation and resolution of complaints and adherence to complaint related policies and procedures
Advises Compliance, Risk and Legal partners regarding any policies and/or regulations impacting consumer financial services considerations and consumer practices
Conducts root cause analyses of common customer complaints across the US entities to identify trends and key themes
Consults with Compliance, Risk, Legal and other key stakeholders to identify and implement appropriate solutions
Identifies and establishes the necessary infrastructure and systems to track and maintain customer complaint data, address government affairs and public policy
Provides performance feedback, coaching, and training as necessary
Participates in new product approval efforts, marketing reviews and pricing strategy discussions to ensure alignment with business objectives
Stays abreast of new consumer protection developments, government affairs and public policy within the industry and advises management
Advises management on consumer product considerations, government affairs and public policy with respect to marketing, product development, and customer servicing models
Works closely across US entities to implement and maintain an effective complaint management process, government affairs and public policy
Qualifications
Graduate degree preferred. 10+ years of relevant experience in financial or other regulated industries including regulatory and consumer compliance experience as well as management experience
Broad base of technical experience
Ability to multi-task, prioritize activities, delegate and meet deadlines while working in a fast paced environment
Broad understanding and knowledge of industry practices and regulatory expectations as it relates to consumer practices.
Capability to sponsor, direct and deliver improvements and corrective action programs
Demonstrated skill at building, leading and managing high performance teams
Excellent oral and written communication skills, interpersonal skills, and the ability to influence peers and operating entities and interact effectively with senior executives
Proficient at managing disparate stakeholders with differing interests and able to influence beyond immediate teams
Strong analytical skills and experience analyzing root cause of complex issues
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