Complaints Management - Governance Lead, VP

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 organization's 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 organization's 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 bachelor's 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.

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.

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