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.
Position Qualifications:
- 4 year degree from an accredited university or 4 years of relevant experience
- 5 years of Banking regulatory compliance or related legal experience
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
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Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
Feb 22, 2025