Marketing Operations & Governance Manager The Marketing-Customer Experience Operations and Governance Manager will oversee and manage the division's operational and governance framework while effectively managing risk and compliance processes for the group. This role will lead the efforts to enhance procedures and processes related to Marketing & CX. This leader will serve as a single point of contact for various governance, operations, compliance and regulatory support initiatives representing Marketing & CX and will ensure the Marketing & CX organization is fully connected to the various operational and risk areas of the bank. This role will serve as a key stakeholder within the risk and operations area of the bank, partnering with the Business Risk & Controls Office (BRCO) and the various Business Unit Compliance Leaders. Position Responsibilities: Governance Oversight * Develop, implement, and maintain robust procedures to ensure compliance with regulatory requirements and internal standards relating specifically to Advertising, customer surveys and complaints, and ensure that an inventory of these procedures are centralized and integrated within the Marketing-CX division. * Monitor and evaluate existing governance structures that pertain to Marketing-CX, identifying areas for improvement and implementing necessary changes. * Ensure adherence to risk management protocols and procedures, mitigating potential risks associated with Marketing-CX operations. Complaints Management * Partner with the Marketing-CX Leadership to resolve Complaints issued, and own the resolution through to closure. Risk and Compliance * Partner with the Business Risk and Controls Office (BRCO) team to assess, test, and monitor compliance with regulatory requirements, internal policies, and industry best practices. * Coordinate with compliance officers and legal counsel to address regulatory issues and ensure adherence to relevant laws and regulations. * Serve as the primary liaison between the MARCX team and all other Risk teams including the BRCO & SLOD. * Lead assessment of Risk training programs to educate staff on compliance standards and operational procedures. * Work with BRCO for federal regulatory exams, internal audits, external audits, and enterprise-level reviews. * Streamline Risk workflows and procedures to enhance efficiency and optimize resource utilization. * Collaborate with cross-functional teams to implement process improvements and technological solutions aimed at enhancing Risk management effectiveness. Stakeholder Engagement * Serve as the single point of contact for internal stakeholders, providing guidance and support on risk matters related to Marketing-CX. * Foster strong relationships with external partners, regulatory agencies, and industry associations to stay abreast of emerging trends and regulatory developments. Reporting and Analysis * Partner with the BRCO to support and review regular applicable reporting on key performance metrics, operational trends, and compliance issues. * Support efforts to conduct data analysis and trend forecasting to identify areas of improvement and inform strategic decision-making processes. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled