Senior Enterprise Complaints Program Manager

Huntington National Bank

Enterprise Complaints Program Manager supporting the Customer Advocacy Program Leader in managing complaints and compliance within financial services. Focused on governance, metrics, and continuous improvement processes.

Posted 4/24/2026full-timeColumbus • Alabama, Mississippi, Missouri, Ohio, Texas • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Support the Customer Advocacy Program Leader with program execution activities for the ECMP, including enterprise coordination and visibility into program performance, to promote effective program operation and risk mitigation.
Monitor ECMP activities across business segments to assess alignment with program requirements, governance standards, and regulatory expectations.
Provide execution support for key Customer Advocacy functions (e.g., High Impact Alerts, Audit and Exam coordination, leadership meeting support).
Manage data requests submitted to the Experience Management Office relative to consumer complaints.
Assist with ECMP issue management activities in accordance with enterprise Issue Management (IM) processes, as applicable.
Monitor enterprise-level metrics that provide insight into ECMP health, effectiveness, and adherence and report trends to Customer Advocacy Program Leader.
Manage and monitor enterprise scorecard(s) and KPIs that reflect business segment alignment with ECMP requirements.
Assist with the development of the Enterprise Complaints quarterly report, the Fair and Responsible Banking report, the Conduct Risk report, and ad-hoc reports as needed.
Manage data/reporting requests from businesses.
Support initiatives designed to enhance ECMP procedures, tools, resources, technology, training materials, dashboards, and reporting capabilities.
Support the identification of program gaps, execution challenges, or emerging risks and partner with stakeholders to support action planning and improvement efforts.
Collect, inventory, and prioritize ECMP-related technology and reporting enhancement needs.
Apply regulatory and compliance expectations when identifying, prioritizing, and escalating complaint-driven risks or execution gaps.
Escalate program trends, metrics, or patterns when identified that may signal emerging regulatory, conduct, or customer harm risk.
Partner with the Enterprise Complaints Program Manager, Legal, Risk, and Compliance teams to support awareness, escalation, and coordinated responses relating to the ECMP, including performance and adherence.
Support a strong control environment by partnering with risk teams to document and update the control inventory and testing outcomes.
Escalate potential weaknesses and assist in the evaluation of opportunities for strengthening the Program.
Assist with audit and regulatory examination requests related to ECMP metrics, governance, execution and complaints data.
Assist with the development, delivery, and maintenance of colleague training related to complaints management and ECMP expectations, including tracking completion rates and outcomes.
Assist with ECMP change management activities in alignment with established EMO change management processes.
Assist with the development of enterprise communications related to ECMP expectations, enhancements, issue themes, and program updates.
Support the vendor complaint management processes by attending vendor review sessions to help determine if complaints requirements are applicable.
Serve as primary point of contact for training, assistance requests, and Tableau dashboard needs.

Requirements

What you’ll need

Bachelor’s degree
Minimum of 5 years of experience in complaints management or a related discipline
Strong understanding of complaints management frameworks within the financial services industry
Experience interpreting and applying regulatory expectations related to banking complaint management
Demonstrated experience supporting program governance, metrics, and execution within an enterprise framework
Strong experience writing, reviewing, and maintaining procedures, tools, scorecards, and program documentation
Analytical and problem-solving skills with the ability to translate data into actionable insights
Experience supporting Quality Assurance activities, reporting, and issue remediation
Experience supporting colleague training and change management efforts
Strong collaborative skills with the ability to influence across functions
Excellent written, verbal, and presentation skills.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible working hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

complaints managementprogram governancemetrics executionregulatory compliancedata analysisQuality Assuranceissue remediationchange managementprocedure writingreporting

Soft Skills

analytical skillsproblem-solving skillscollaborative skillsinfluencing skillswritten communicationverbal communicationpresentation skills