Assistant Director, Consumer Response

JOB OPPORTUNITY: Assistant Director, Consumer Response – Announcement # 2012-012E

ANNOUNCEMENT:  Assistant Director, Consumer Response CN-301-81

SALARY RANGE: $160,000 – $235,000

LOCATION: Washington, D.C.

CLOSES:  July 13, 2012

JOB SUMMARY:

The Consumer Financial Protection Bureau (CFPB) is a newly formed Federal agency established under the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010.

This position serves as the Assistant Director, Consumer Response.  The Assistant Director leads the Office of Consumer Response, which is responsible for CFPB nationwide consumer response system and activities and for participating in and providing substantive support for development of Bureau initiatives as they are being launched.  This executive position is responsible for overseeing three subordinate components: the intaking and routing of consumer complaints, the investigation of complaints, and the component providing the necessary infrastructure and reporting capabilities to support the processing of complaints.

POSITION INFORMATION:

1 Vacancy – Full-time Excepted Service Time-Limited Appointment; – Not-to-exceed 24 months; May be extended or may be made permanent.

DUTIES:

As the Assistant Director, Consumer Response, you will be responsible for:

Collaborating with Bureau executives to develop and govern the Consumer Response function to maximize its contribution to CFPB’s strategy and its supporting supervisory, enforcement, and rulemaking agenda.  Develop and maintain collaborative relationships with internal and external stakeholders to maximize the value of complaint handling data collected, based on a deep understanding of stakeholder needs

 

Serving as executive sponsor and chief architect of a Consumer Response service strategy that details service levels and commitments provided to consumers in different markets, critical success factors and operational capabilities required to meet service levels and commitments, the short- and long-term investment plan to acquire the requisite operational capabilities, and the accountabilities of staff (both internal and external to Consumer Response) to implement the strategy

Working with senior management to plan, implement, and manage short- and long-range objectives and strategies for building and maintaining CFPB’s consumer response operational system, including business practices, management roles, and performance measures for the program.

 

Ensuring appropriate policies, procedures, and guidelines are formulated and developed for conducting the work of the Office that balance service quality commitments and resource constraints. Operates in undefined, new and unprecedented areas of program, organizational, consumer and industry concerns.

 

Developing strategic objectives and provides executive direction over the formulation and implementation of CFPB’s consumer response system, including core processes and systems for the intake, referral, management, and investigation of consumer complaints and inquiries; the collection, analysis, reporting, and sharing of complaint and inquiry data; and coordination with and referrals to other agencies.

 

Ensuring coordination with other divisions within CFPB to ensure policy recommendations support and inform CFPB’s mission in the area of consumer response.  Coordinates closely with technology staff to ensure appropriate development and management of technology to support CFPB’s consumer response system.

 

Approving courses of action and resolves problems and concerns of major significance. Ensures CFPB consumer response operations and activities are in compliance with federal policies and guidelines. Proactively identifies and manages operational risks with the potential to impact mission achievement.

 

Managing relationships with major stakeholders within and/or outside of government, and build coalitions where appropriate to achieve goals.  Sets and executes negotiations strategy to most effectively achieve Bureau’s goals

 

Based on execution of established strategic plans and emerging Bureau initiatives, ensuring new projects are initiated when needed to implement a change to an existing process or create a new process.  Acts as customer for those projects, setting clear deliverables and evaluating progress against those deliverables.

 

Managerial and Supervisory Duties Include:

 

  • Implementing a team vision, with goals and objectives that are communicated to staff and aligned to CFPB strategic objectives.

 

  • Making decisions by applying prioritization, calculated risk-taking, and fact-based analysis.  Holds oneself accountable for quality of decisions.

 

  • Setting tone and direction for a high performance organization.  Creates and models an environment that focuses on delivering results and meeting customer expectations and also fosters and sustains diversity, knowledge sharing, and consensus building.  Holds individuals and teams accountable for delivering results against expectations, and embeds individual and organizational accountability through aligned performance measurement, regular performance assessment, and directives to undertake corrective action as required.

 

  • Aligning all needed policies, procedures, and guidelines for conducting the program to ensure effective decision-making and efficient operations.

 

  • Translating program objectives into organizational structures, budgets, and staffing requirements for current and out years.  Defends resource requirements to CFPB staff advisors, identifying and providing metrics for measuring the effectiveness of program execution.

 

  • Through a subordinate management structure, providing leadership to a substantial employee staff.  Plans work assignments through the Office’s leadership team on a strategic, multi-year basis.  Ensures work is appropriately and effectively distributed and accomplished in accordance with established and emerging policy and practice.  Leads, motivates, and develops employees, establishes performance objectives, initiates performance-based actions and awards, and ensures all mandatory training has been accomplished by assigned staff.  Works closely with the human resources staff to develop human resources plans for establishing optimal organizations, recruitment strategies (particularly for positions identified as mission-critical occupations), career-ladders, development programs, and performance plans.

 

  • Developing networks and broad alliances, collaborates across both internal and external boundaries, stakeholders, and positions to build strategic relationships and achieve overall goals.

 

  • Focusing the organization on continuous improvement and organizational agility.  Seeks data and external best practices to identify potential means to improve performance.  Embraces new technology and facilitates openness to organizational change.

 

  • Communicating in a clear, concise, compelling and organized way to get the point across.

 

  • Modeling the highest levels of integrity, stewardship of appropriated and non-appropriated funds, and ethical behavior.

 

  • Embracing and actively promoting a broad commitment to equal employment opportunity, diversity and inclusion.

QUALIFICATION REQUIREMENTS:

Your résumé and any other submitted documentation must establish that you possess very senior-level management and technical experience in a national enterprise working across broad-based business and operational functions to include:

Technical Qualifications

Significant knowledge regarding the requirements relating to the preparation, coordination, or evaluation of actions associated with the results of consumer complaint processing activities, administrative findings and technical consumer financial protection findings. Examples of this experience that would demonstrate this knowledge include:

 

(1)  Management of a staff or team that maintains and enhances a high-volume consumer complaint response system that controls the intake of complaints, investigations of complaints; and prepares, coordinates and tracks investigations and responses.

(2)  Experience as a senior participant or subject-matter expert that exhibits knowledge of a variety of consumer financial products and services.

(3)   Experience overseeing a large workforce and managing supervisors.

Managerial Qualifications

  • Demonstrated ability to direct and lead the planning, implementation, integration and evaluation of financial and management operations functions across organizational boundaries.
  • Broad management experience and a demonstrated track record of success in employing continuous process improvement to ensure people, processes and technology are well-aligned with the Bureau’s mission.
  • Ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, and the public to achieve common goals.
  • Ability to establish an organizational vision and to implement it in a continuously changing environment.
  • Ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.

 EVALUATION METHODOLOGY:

 Your application package will be evaluated based on the quality and extent of your total accomplishments and experience as they relate to the qualifications described above. Salary and duties will be determined based on applicant qualifications and experiences through objective assessments.

CONDITIONS OF EMPLOYMENT:

If selected for this position, you will:

  • Before entering on duty, you will be required to complete a Public Financial Disclosure Report, SF-278, in accordance with the Ethics in Government Act of 1978.
  • Complete a Declaration for Federal employment to determine your suitability for Federal employment.
  • If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from doing so.
  • Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
  • Go through a Personal Identity Verification (PIV) process.
  • Successfully complete a background investigation.

HOW TO APPLY:

 Application packages must be received no later than 5:30 p.m. eastern time, July 13th, 2012.

 Interested candidates should submit an application package and, if desired, a cover letter to: CFPB21stCenturyJobs@cfpb.gov.  Please put the announcement number followed by your last name in the subject line of your transmittal (ex. 2012-012E- Doe).

 If you are a veteran, please include a copy of your Certificate of Release or Discharge From Active Duty, DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Compensably disabled preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form.

 BENEFITS:

 We offer a workplace that is respectful, fair and values diversity. Our comprehensive benefits package is very generous – helping you to reach your personal goals by supporting your professional growth, health, well-being, and your family needs. Our benefits package includes:

  • Challenging work, opportunities for advancement, competitive salaries, and awards;
  • Ten paid holidays;
  • Ability to accrue up to 26 days of vacation time and 13 days of sick leave each year;
  • Access to insurance programs that may be continued after you retire;
  • A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay up to 75% of your health insurance premium;
  • Flexible spending accounts for health care and dependent care;
  • Flexible work schedules and telework;
  • Access to health and fitness programs

 The Consumer Financial Protection Bureau is an equal opportunity employer.