This is a process and risk management driven role requiring experience around voice of customer development, process and data analysis, project and program management, business process mapping and management of process improvement, including defining and measuring improvement and success.
Supports the Customer Advocacy Ops and Oversight Director focused on Customer Advocacy operations, complaint governance, process mapping, and other centralized functions (e.g., executive reporting, Board reporting, capacity management, etc.)
Responsible for assisting with overseeing Customer Advocacy specific controls, UDTs, policies and procedures and risk management functions
Provides support for Customer Advocacy operations by coordinating with Research Operations, Complaint QA and Data & Reporting Operations to ensure data and reporting quality, work efficiencies, vendor management and budget management
Assists with the production and oversight of the development of enterprise complaint reports and business segment reports and provides updates on activities to improve customer experiences in response to complaints
Provides assistance with the coordination, tracking, and reporting on audit, risk and regulatory related meetings, reviews, and exams
Supports efforts to manage and enhance Customer Advocacy's SharePoint site, Team Handbook, new hire experience, internal training documentation, and roles and responsibilities identification and documentation
Minimum of 7 years years of experience in a project management role supporting teams within a highly regulated environment
Project Management certification
Strong organizational, analytical, technical and project planning and management skills
Demonstrated ability to drive results
Experience in a customer support and retention environment
Excellent communication skills; written, oral and presentation
Ability to build relationships, collaborate and work well in teams.
Experience working effectively within a matrix, mission oriented and diverse business environment
Ability to lead change across people, processes and technology.
Ability to collaborate with internal cross-departmental teams to drive solutions and manage executive level relationships
Continuous Improvement or Six Sigma certification or similar experience a plus
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* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.