Consumer Investments - Margin and Options Complaints Program Manager

Job Description:

As part of our ongoing commitment to help make our clients financial lives better, advocating for our customers remains a priority for the Preferred Business Controls, Operations and Supervisions Organization within Consumer Investments. The Risk Programs and Initiative Execution Team within Platform and Product Controls is seeking subject matter experts to continue its rigor on Margin and Options Complaints Program.

This role is an opportunity for a talented and motivated subject matter expert to interact with a broad spectrum of stakeholders and line of business senior leadership, serving as one of the main points of contact for the overall program. The nature of the work will both challenge the technically oriented person, while stimulating the creative side through process and product improvement ideation, and solution identification to drive client advocacy, positively impacting the business as a whole.

• Reviewing all client complaints data and performing thematic analysis to identify leading indicators of client dissatisfaction with Margin and Options (including categorization).
• Evaluation of thematic categorization for continued improvement and accuracy.
• Strategizing and developing tactical and technology solution proposals/ideas to mitigate and reduce client dissatisfactions while ensuring we prioritize drivers that pose regulatory, legal, compliance and operational risk to the business and our customers.
• Prioritizing solutions for implementation through program and project management or through partnership with teammates within and outside of the business to drive execution.
• Demonstrating solution impact by clearly articulating tangible business outcome / impact with projects being proposed and implemented.
• Proactively identifying emerging risks based on client complaint data (if not a clear trend or driver) for immediate escalation and resolution.
• Performing deep dive analysis of highly complex, regulatory, and executive escalations or complaints with significant risk to the business.
• Producing and developing reporting and/or studies driven by complaint data and other relevant and critical information (client attributes, market data, macroeconomics).
• Socialization and presentation to senior and executive leadership team, showcasing the outcome of analysis, and reporting for awareness or agreement on prioritization of solutions.
• Establish routines with critical stakeholders to drive awareness of all opportunities and hold partners accountable

• Advanced understanding and experience with Margin and Options (product, policy, procedure, process, digital and associate platforms).
• Superior quantitative skills and ability to provide analysis on trends, drivers, outliers and performing statistical analysis.
• Exceptional proficiency with Excel and Power Point.
• Intellectually curious and proactive / self-starter.
• Highly organized with excellent attention to detail. Ability to prioritize tasks and responsibilities.
• Effective communicator (written and verbal). Executive presence and ability to articulate clearly and succinctly.
• Ability to work with high autonomy.
• Comfortable asking well thought questions and providing feedback and insight to stakeholders and leadership.
• Ability to take constructive and critical feedback and demonstrate improvement.
• Proactively identifying efficiency and improvement ideas.

• Prior experience in client advocacy and complaint remediation.
• Demonstrate prior experience in driving solution(s) through self-identification of problems.
• Experience and familiarity with Consumer Investments business