Workplace Solutions Complaints Manager
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Posted on:
Yesterday
Vacancies:
1 Vacancy
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Job Summary
Summary
J.P. Morgan Workplace Solutions is seeking a Complaints Manager to lead the endtoend lifecycle of customer complaints in a regulated environmentowning investigations response quality KPIs regulatory interactions and driving continuous improvement.
Key Responsibilities
- Case Investigations & Responses
- Lead thorough impartial investigations into complex complaints ensuring complete fact patterns and customer-first outcomes.
- Draft clear accurate and empathetic responses tailored to customer context and regulatory standards.
- Review and signoff on responses prepared by the team; ensure tone rationale and remedies meet standards.
- Regulatory Correspondence & Engagements
- Manage regulatory correspondence and engagements; maintain audit-ready records.
Own periodic complaints reporting (e.g. volumes categories outcomes) ensuring data accuracy completeness and timeliness.
- Metrics & Performance Management
- Define and maintain KPIs and dashboards for volume SLA adherence and root cause trends.
- Monitor and analyze metrics to identify patterns emerging risks and process gaps; drive actionable insights.
- Process Leadership & Strategy
- Serve as the subject matter expert (SME) for complaint investigations policies and procedures.
- Own the complaint handling framework: intake triage investigation response escalation root cause analysis (RCA) and remediation tracking.
- Lead continuous improvement initiatives to simplify processes improve cycle time and quality and strengthen controls.
- Governance & CrossFunctional Collaboration
Partner with Product Operations Customer Support Compliance Legal Risk Technology to resolve cases and remediate root causes.
- Maintain effective governance for complaint handling including policies controls training quality reviews and management reporting.
- Escalate issues promptly to the appropriate committees and stakeholders.
Required Skills & Competencies
- Analytical detail-oriented ability to problem-solve.
- Customerfocused mindset with excellent written communication; able to explain outcomes and remedies clearly and empathetically.
- Ability to multitask and prioritize in a highvolume deadlinedriven environment.
- Stakeholder management and influence skills across functions and levels.
- Process orientation with experience in continuous improvement and control design.
- Proficiency with case management and reporting tools
Qualifications & Desired Experience
- Bachelors degree or equivalent experience in Business Finance Law or related field.
- Prior complaints manager or strong customer-focused leadership role.
Experience in share plans fintech finance or funds.
Required Experience:
Manager
Key Skills
- Organizational Management
- Presentation Skills
- Agile
- SAFe
- AWS
- Solution Architecture
- Conflict Management
- Data Management
- Scrum
- Team Management
- Pre-sales
- Management Consulting
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
