Director, Centralized Dispute Handling

The Director, Centralized Dispute Handling (CDH) is responsible for providing the leadership, vision, and day-to-day direction for the enterprise’s centralized dispute handling and error resolution program. This includes oversight of critical back-office error resolution reconciliation and processing of all disputes and inquires related to electronic payments, loans, wires, and other processes related to the dispute handling/error resolution program to ensure we meet all regulatory and compliance requirements. This role is responsible for designing, analyzing, and implementing error resolution and dispute mitigation strategies, while ensuring an appropriate balance is achieved between dispute handling and member experience. This role is also responsible for overall department management, including establishing goals, adhering to a financial budget, executing departmental objectives and strategic projects, hiring and developing of staff, and managing critical third-party vendor relationships.

1)      Develops and implements a compelling vision for WPCU’s dispute resolution program, capitalizes on current technologies to streamline operations, meet or exceed member needs, partner-employee needs, financial goals, and operational goals.  Champions, develops, and communicates WPCU’s dispute resolution strategy to internal and external audiences. (25%)

2)      Ensures assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, and performing at a high level. This includes monitoring and reporting business activity and working with various levels of leadership and business units to amend strategies and plans. (20%)

3)      Manages globally the resources of CDH to create an extraordinary service culture that balances the interests of the three WPCU stakeholders and exceeds member-owner and partner expectations. Primary functions include, implementing strategies to meet operational needs, developing department objectives, monitoring all processes and procedures to ensure regulatory compliance, establishing operational controls, and assessing areas of operational risk. (20%)

4)      Oversees critical vendor relationships related to area of responsibility including participating in negotiation of vendor contracts, vendor regulatory compliance, establishment of service level agreements and compliance, and coordination of vendor reviews. (10%)

5)      Hires, supervises, coaches, develops, and consistently reviews the performance of direct reports to support their achievement of outstanding performance. Reviews employment actions taken throughout CDH to ensure consistency and protection of the WPCU brand. (10%)

6)      Develops staffing plans, operating budgets, recommendations for improvement via business case submission, and key performance indicators (KPIs) used for oversight of the CDH team. (5%)

7)      Acts as the highest authority for CDH in the interpretation, implementation, and communication of laws, rules, regulations, WPCU policy, and management guidelines; seeks guidance from subject matter expert, as needed (5%)

8)      Perform other duties as may be required (5%).

A.     Specialized or Technical Knowledge and Skills:

1)      A Bachelor’s Degree in Business or related field, or more than five (5) years’ experience managing a large operational team, or equivalent combination of education and experience. 

2)      At least five years’ experience in managing and leading people is required.

3)      Demonstrated ability to develop and execute effective strategies and initiatives to meet regulatory compliance in the financial services industry with experience related to compliance, dispute handling, and error resolution preferred.

4)      Demonstrated ability and proven results with researching, developing, and implementing process improvements and optimizing operational workflows.

5)      Demonstrated ability to effectively lead others, build consensus, establish trust, communicate effectively, and foster a culture of collaboration and inclusiveness.

6)      Demonstrated ability to develop sound and efficient business processes.

7)      Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.

8)      Demonstrated ability to create business cases to support new solutions and processes.

9)      Demonstrated ability to provide executive level reporting.

10)   Must be familiar with Microsoft Office products.