Enterprise Complaints Program Manager, Sr.

Huntington National Bank•Detroit, MI

1d•Hybrid

About The Position

This position is available to be located within the Huntington Bank corporate office footprint. The Enterprise Complaints Program Manager, Sr. plays a critical role within the Experience Management Office (EMO), supporting the Customer Advocacy Program Leader and operating within the Enterprise Complaints Management Program (ECMP) governance framework. The role is responsible for delivering program execution support, and program monitoring focused on governance, metrics and reporting, training enablement, change management, controls awareness, and continuous improvement. The position helps ensure ECMP activities align with regulatory expectations and enterprise standards while promoting effective risk identification and resolution across the organization. The Enterprise Complaints Program Manager, Sr. supports the Customer Advocacy Program Leader by enabling enterprise execution and effective monitoring of the Enterprise Complaints Management Program. The role operates within the ECMP governance framework and focuses on program support, metrics and reporting, risk awareness, training enablement, change management, and continuous improvement to help ensure program effectiveness and alignment with regulatory expectations across the enterprise.

Requirements

Bachelor’s degree
Minimum of 5 years of experience in complaints management or a related discipline

Nice To Haves

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

Responsibilities

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.
Assist with the development of business cases, as needed.
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.
On an annual basis, assist with the development, delivery, and maintenance of colleague training related to complaints management and ECMP expectations, including tracking completion rates and outcomes.
As applicable, assist with ECMP change management activities in alignment with established EMO change management processes.
As needed, 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.