The Consumer Customer Remediations and Remediations Leader is responsible for overall Line of Business leadership and execution of Restitution and Remediations for consumers, inclusive of Retail Banking, Small Business Banking, Retail Business Services, Sales and Enablement and Retail Risk Services and other areas providing consumer services. Regularly communicates and coordinates with Line of Business leadership, enterprise leadership, risk leadership and all stakeholders.

Customer Restitution: Focuses on establishing and executing Customer Restitution activities in a consistent and controlled manner, ensuring they are identified, documented, executed and completed in alignment with corporate standards and regulatory requirements. Takes action to direct the identification of risk event root cause, plans to remediate recurring issues and customer restitution / reimbursement of issues and risk events. Takes program learnings and insights and applies them to Retail Bank products, processes and interactions in order to assure sustained execution and improve the overall risk posture of the Line of Business.

Risk Remediation: Provides executive program leadership and oversight to remediation initiatives of high complexity, requiring the support and participation of many cross-fuctional partners. Provides expert leadership, instruction, and direction to all team members as they complete their responsibilities and ensures direct reports are holding respective teams to the same standards and in a consistent manner across the business.

Position responsibilties