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Credit Card & Consumer Lending Issues & Complaints Program Manager
Credit Card & Consumer Lending Issues & Complaints Program ManagerRegions Bank • Birmingham, AL, US
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Credit Card & Consumer Lending Issues & Complaints Program Manager

Credit Card & Consumer Lending Issues & Complaints Program Manager

Regions Bank • Birmingham, AL, US
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Credit Card & Consumer Lending Issues & Complaints Program Manager

Join to apply for the Credit Card & Consumer Lending Issues & Complaints Program Manager role at Regions Bank

Job Description

At Regions, the Program Manager will design, implement, and oversee ongoing program(s) and strategic projects at the corporate level for single or multiple business units.

Primary Responsibilities

  • Supports, designs and implements key program(s) across Regions
  • Manages logistics, communications, marketing, and metrics for the program(s) managed
  • Assembles teams, assigns responsibilities, develops schedules, and determines and acquires resources
  • Serves as liaison between project team and functional area
  • Develops and manages overall plans to ensure work is assigned and completed on time
  • Maintains ownership during all phases of a program to ensure projects within are executed according to plans
  • Partners with multi-disciplinary teams across the organization to achieve desired outcomes
  • Serves as a member of a collaborative work team to create informative and entertaining programs of excellence
  • Measures, manages, and aims to improve program experience against metrics
  • Maintains professional knowledge of program standards and trends by attending seminars, consulting with other program professionals and reading trade publications
  • May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives
  • May serve as subject matter expert, point of contact and / or lead on related programs and special projects

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

  • Bachelor's degree in Business Management, or related field
  • Five (5) years of experience
  • Experience in leading a small team and / or vendor relationships and the ability to lead a team comprised of various project managers, analyst, and / or vendors as required for larger initiatives

    • Preferences

  • Master's degree in a related field
  • Project Management Professional (PMP) certification or related certification
  • Supervisory or managerial experience

    • Skills And Competencies

  • Advanced concepts, practices, and procedures for analyzing business processes
  • Highly motivated with minimal need for direct supervision
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
  • Proven ability of leading and influencing cross functional teams
  • Strong written and verbal communication skills, including ability to interact with senior business leaders

    • This position may be filled at a higher level depending on the candidate's qualifications and relevant experience.

    Additional Job Duties

  • Act as the primary contact for all Credit Card and Consumer Lending issues, overseeing resolution, escalation, and cross-functional coordination.
  • Lead Friction Point and Findings triage discussions, identifying emerging trends and systemic issues, while balancing customer experience and operational risk.
  • Manage the full issue lifecycle, from intake and assessment through remediation / redress, communication, documentation, governance, and closure.
  • Partner with subject matter experts across product, operations, legal, compliance, and risk to define and implement remediation plans.
  • Track and manage new and existing issues, including those identified internally and through regulatory audits, exams, or compliance reviews.
  • Represent the business in Customer Redress Working Groups, driving root cause analysis, redress strategy, implementation, and sustainability efforts.
  • Develop and maintain issue and complaint tracking and reporting, collaborating with data analysts to produce ad hoc reports and address high-priority questions from leadership.
  • Support the automation and refinement of issue trend identification and analysis through coordination with internal data teams and technology partners.

    • Benefits Information

  • Paid Vacation / Sick Time
  • 401K with Company Match
  • Medical, Dental and Vision Benefits
  • Disability Benefits
  • Health Savings Account
  • Flexible Spending Account
  • Life Insurance
  • Parental Leave
  • Employee Assistance Program
  • Associate Volunteer Program

    • Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions' benefits, please click or copy the link below to your browser.

    https : / / www.regions.com / welcometour / benefits.rf

    Location Details

    Regions Center

    Location : Birmingham, Alabama

    Equal Opportunity Employer / including Disabled / Veterans

    Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.

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