Deposit & Payments (Issues & Complaints) Program Manager

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice. Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions' Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system. **Job Description:** At Regions, the Program Manager will design, implement, and oversee ongoing program(s) and strategic projects at the corporate level for single or multiple business units. **Primary Responsibilities** + Supports, designs and implements key program(s) across Regions + Manages logistics, communications, marketing, and metrics for the program(s) managed + Assembles teams, assigns responsibilities, develops schedules, and determines and acquires resources + Serves as liaison between project team and functional area + Develops and manages overall plans to ensure work is assigned and completed on time + Maintains ownership during all phases of a program to ensure projects within are executed according to plans + Partners with multi-disciplinary teams across the organization to achieve desired outcomes + Serves as a member of a collaborative work team to create informative and entertaining programs of excellence + Measures, manages, and aims to improve program experience against metrics + Maintains professional knowledge of program standards and trends by attending seminars, consulting with other program professionals and reading trade publications + May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives + May serve as subject matter expert, point of contact and/or lead on related programs and special projects This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay. **Requirements** + Bachelor's degree in Business Management, or related field + Five (5) years of experience + Experience in leading a small team and/or vendor relationships and the ability to lead a team comprised of various project managers, analyst, and/or vendors as required for larger initiatives **Preferences** + Master's degree in a related field + Project Management Professional (PMP) certification or related certification + Supervisory or managerial experience **Skills and Competencies** + Advanced concepts, practices, and procedures for analyzing business processes + Highly motivated with minimal need for direct supervision + Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.) + Proven ability of leading and influencing cross functional teams + Strong written and verbal communication skills, including ability to interact with senior business leaders We are seeking a skilled and detail-oriented professional to join our Consumer Banking team as a Deposit & Payments Issues & Complaints Program Manager. This role will focus on managing customer complaints, friction points, and operational issues related to our deposit and payments products. The ideal candidate will act as the central point of coordination across product, operations, compliance, and risk partners to ensure customer concerns are resolved effectively, root causes are addressed, and sustainable solutions are implemented. **Key Responsibilities:** + Act as the primary contact for all **Consumer Deposit issues** , overseeing resolution, escalation, and cross-functional coordination. + Lead **Friction Point and Findings triage discussions** , identifying emerging trends and systemic issues, while balancing customer experience and operational risk. + Manage the **full issue lifecycle** , from intake and assessment through remediation/redress, communication, documentation, governance, and closure. + Partner with subject matter experts (SMEs) across product, operations, legal, compliance, and risk to define and implement remediation plans. + Track and manage **new and existing issues** , including those identified internally and through regulatory audits, exams, or compliance reviews. + Represent the business in **Customer Redress Working Groups** , driving root cause analysis, redress strategy, implementation, and sustainability efforts. + Develop and maintain **issue and complaint tracking and reporting** , collaborating with data analysts to produce ad hoc reports and address high-priority questions from leadership. + Support the automation and refinement of issue trend identification and analysis through coordination with internal data teams and technology partners. **Preferred Experience:** + Strong understanding of issue and complaint management, customer redress, and regulatory risk. + Experience working with cross-functional teams, including compliance, audit, legal, and product partners. + Solid analytical mindset with ability to generate insights from complex data sets and translate findings into clear actions. **Location:** + Location options include: Birmingham, AL, Atlanta, GA or Charlotte, NC. Regions will not provide relocation assistance for this position, and relocation would be at your expense. This position may be filled at a higher level depending on the candidate's qualifications and relevant experience. **Position Type** Full time **Compensation Details** Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job. The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position. **Job Range Target:** **_Minimum:_** $80,746.60 USD **_Median:_** $106,940.00 USD **Incentive Pay Plans:** This job may participate in an annual discretionary bonus plan. **Benefits Information** Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. ( Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions. + Paid Vacation/Sick Time + 401K with Company Match + Medical, Dental and Vision Benefits + Disability Benefits + Health Savings Account + Flexible Spending Account + Life Insurance + Parental Leave + Employee Assistance Program + Associate Volunteer Program Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions' benefits, please click or copy the link below to your browser. **Location Details** Regions Center **Location:** Birmingham, Alabama Equal Opportunity Employer/including Disabled/Veterans Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.