Complaints Management Governance Lead, VP
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Job Location:
Monthly Salary:
Posted on:
7 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Join our team as the Vice President of Complaints Management and champion a culture of transparency accountability and customer-centricity. Drive impactful change by leading the COS organizations Complaints Governance functions ensuring every customer client and stakeholder concern is addressed promptly equitably and in full compliance with Firmwide policy and regulatory standards. Shape the future of complaints management through strategic leadership innovative solutions and a relentless focus on customer satisfaction and risk mitigation.
Job Summary
Serve as the Vice President of Complaints Management overseeing the COS organizations Complaints Governance functions. Design and execute strategies to strengthen the complaints management framework conduct root cause analyses and provide actionable recommendations to enhance customer satisfaction and minimize risk.
Job Responsibilities
Lead the development and execution of the complaints management strategy ensuring alignment with organizational goals and regulatory requirements. Oversee the end-to-end complaints handling process driving timely accurate and fair resolution of all concerns. Collaborate with cross-functional teams to identify and address systemic issues enhance customer experience and foster a culture of transparency and accountability. Prepare and present regular reports to senior management and the board providing actionable insights to drive business improvements and risk mitigation. Serve as the primary escalation point for complex or high-risk complaints and represent the organization during regulatory audits or investigations.
Required Qualifications Capabilities and Skills
- Hold a bachelors degree in Business or related field.
- Demonstrate 10 years of experience in complaints management customer service compliance or risk management with at least 5 years in a leadership role.
- Exhibit strong knowledge of regulatory requirements and industry best practices related to complaints handling.
- Prove a track record of leading teams and driving process improvements.
- Display excellent analytical problem-solving and communication skills.
- Influence and collaborate across all levels of the organization.
Preferred Qualifications Capabilities and Skills
- Bring experience in financial services banking insurance or a regulated industry.
- Hold certification in compliance risk management or related discipline.
- Demonstrate proficiency with complaints management systems and data analytics tools.
- Utilize Microsoft Office PowerPoint Excel and Visio with expertise.
Required Experience:
Exec
Key Skills
- Business Development
- Eclipse
- Economics
- Accounting
- Corporate Risk Management
- Brokerage
About Company
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans ov ... View more
