Work at Home- Issue Management and Change Manager, Principal Associate

We are seeking a highly motivated process professional with excellent organizational and communication skills. A successful Bank Customer Resiliency(BCR) & Consumer Reporting and Protections (CRP) Issue & Change Manager is adaptable, applies integrated thinking, and supports the Bank's risk event standard. They will have a high level of exposure to every aspect of the Bank Collections and Recoveries, Credit Bureau, Bankruptcy, SCRA, from data management to regulatory compliance. They will proactively identify and resolve issues identified and will be critical to the strengthening of our Well Managed processes as we scale. 

The Issue & Change Management Lead will be tasked with creating a process to centralize issues and ad hoc requests to improve our processes. They will be responsible for leading change management objectives that include planning the change, managing the change, and monitoring/reinforcing the change. They will work closely with all stakeholders internal and external to BCR & CRP to build advocates for many initiatives that BCR &CRP is driving.  

If you are curious and eager to learn new things, love problem solving, have a deep reverence for risk and process management, this may be the role for you!

Tasks and Responsibilities include: 

• Collaborate with process owners, operations, and accountable executives to influence results that have a direct impact on the company’s mission.  

• Support business  documentation changes and updates

• Support interactions with Internal Audit and Regulatory agencies related to our work, as applicable.

• Leading change management and building advocates for initiatives

• Collaborating with teams across the enterprise to build engaging and compelling content and experiences

• Building relationships within technology, vendors, and various stakeholders to help remediate issues and drive change

• Write, proofread, and edit communications needed to support strategic plans

• Deliver engaging content and experiences that brings strategies to life and raises associate engagement and advocacy

• Work effectively in cross-functional teams to advance the team and leadership’s change strategy and implement a range of creative solutions to reach key target audiences

• Understand the intent of our partners (e.g. Product Owners, Compliance, Legal, etc.) to effectively consult and develop change management plans

• Manage PRIME events/issues contaminant and remediation 

• Manage a team with up to three (3) direct reports

• Manage all PRIME events/issues, Complaints, and Research/Remediation autonomously

• Drive trending analysis and look to create transparency upstream to drive end to end efficiencies 

• Develop strategies to improve issue management, reporting and analysis using data and technology

We are looking for someone who can consult and drive efforts across multiple groups, who is obsessed with inspiring change through innovative experiences, content, and storytelling. A successful candidate will:

• Work closely with leadership to build out, manage, and execute strategic, creative campaigns through editorial, video, and graphic content

• Develop and execute successful change strategies including executive-level leader communications support and setting metrics to measure success

• Possess exceptionally strong written and verbal communication skills

• Present complex, subject matter in a clear, concise, and compelling manner

• Have experience with Product and how to create a Product roadmap

• Provide expertise in relationship building with proven ability to work effectively with multiple customers, including peers, executive leaders, and senior management

• Be self-motivated with strong organizational skills, attention to detail, and ability to prioritize

• Utilize strong presentation skills and engaging professional presence

• Possess an ability to translate technical information to non technical audiences

• Easily adapt to change and take on a growth mindset approach

Basic Qualifications:

• High School diploma, GED, or equivalent certification

• At least 2 years of experience in Process Management or Project Management

• At least 1 year of experience with Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelor’s Degree or military experience

• At least 2 years of experience in risk management

• At least 1 year of experience with root cause analysis

• At least 1 year of Agile experience