Head of Complaints, Strategy & Controls Vice President
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Posted on:
2 days ago
Vacancies:
1 Vacancy
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Job Summary
Are you looking for a new opportunity to lead a complaints strategy and control execution function.
As a Head of Global Complaints Strategy and Controls - Vice President you will own the endtoend complaints capability and lifecycle across all Financial Services products functions and customer journeysincluding Fraud Financial Crime KYC Lending Payments and New Product Developmentwhile also leading the design and execution of firstline operational controls across Banking Operations and Daily Banking. As a senior frontline leader global product owner and regulatory liaison you will embed strong conduct control discipline and customercentric outcomes across the enterprise.
Job Responsibilities
- Define and lead the global complaints strategy; own the capability roadmap standards tooling and operating model.
- Own the endtoend complaints lifecycle enterprisewide ensuring fairness timeliness consistency and quality.
- Personally resolve executivelevel highrisk or reputationally significant complaints (e.g. Fraud FinCrime KYC new products).
- Establish and maintain global policies procedures playbooks and reporting frameworks aligned to conduct/regulatory standards.
- Drive automation digitization and simplification of complaints processes to improve outcomes and efficiency.
- Own complaints technology platforms and MI ensuring accurate data capture trend analysis and regulatory reporting.
- Lead deepdive/thematic analysis to identify systemic issues; drive preventative actions and sustainable remediation.
- Design and oversee customer remediation programs arising from systemic or regulatory issues.
- Serve as liaison with regulators and ombudsman bodies; lead responses to audits inspections and thematic reviews.
- Own firstline operational control execution across Banking Operations and Daily Banking; lead the shift from manual to automated controls; ensure MI for governance.
- Build and lead global teams; embed customer focus accountability regulatory excellence and continuous improvement; oversee issue management and incident response.
Required Qualifications Skills and Capabilities
- Extensive leadership experience in global complaints strategy and execution across multijurisdiction Financial Services.
- Proven firstline control execution and operational risk management across Banking Operations and Daily Banking.
- Strong conductrisk and Consumer Duty (or equivalent) expertise including vulnerable customer outcomes.
- Demonstrated success engaging regulators/ombudsman and leading audits thematic reviews and regulatory responses.
- Track record managing executivelevel highrisk complaint escalations with fair timely outcomes.
- Expertise in process and control automation; ownership of platforms data quality and MI/reporting frameworks.
- Advanced rootcause analysis and systemicissue remediation skills.
- Exceptional executive communication and influence; effective at board/senior governance forums.
- Proven crossfunctional partnership with Product Technology Risk Compliance Legal Fraud/FinCrime and Operations.
- People leadership of global matrixed teams; talent development and succession planning.
Preferred Qualifications Skills and Capabilities
- Experience spanning Retail and Investment Banking products and customer journeys.
- Prior ownership of a global complaints product/utility (capability tooling operating model).
- Built and scaled QA frameworks and enterprise customer remediation programs across jurisdictions.
- Led largescale digital enablement for complaints and control execution; experience with modern workflow/casemanagement/analytics tools.
- Crisis/incident management leadership in highprofile customer or regulatory matters.
- Willingness to travel internationally.
Required Experience:
Exec
Key Skills
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
