The role involves managing the Commercial Banking (CB) complaint process by identifying, logging, and overseeing daily operations using the CAAS tool, while generating and distributing reports to stakeholders and performing regular quality checks. It requires maintaining analytics to provide management with insights into trends and complaint quality, partnering with cross-functional teams, conducting ad hoc analyses, and contributing to projects related to Complaints Management.
As a Product Control Manager in the Complaints team, you will manage the Commercial Banking (CB) complaint process by identifying, logging, and overseeing daily operations using the CAAS tool, while generating and distributing reports to stakeholders and performing regular quality checks. You will maintain analytics to provide management with insights into trends and complaint quality, partner with cross-functional teams, conduct ad hoc analyses, and contribute to projects related to Complaints Management. You will also prioritize and influence the business roadmap, execute project tasks, update stakeholders, resolve issues, and ensure regulatory and complex client complaints are addressed. Additionally, you will support new process changes and adhere to updated timelines and guidelines.
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Job responsibilities:
- Demonstrate strong risk and control awareness, effectively prioritizing workloads and meeting critical deadlines.
- Communicate confidently and influence both internal and external clients.
- Utilize strong data and analytics skills with hands-on experience in data analytics and visualization tools.
- Drive process optimization and automation initiatives.
- Think strategically to review and implement process improvements.
- Collaborate with senior leadership locally and globally to achieve departmental objectives.
- Assist on ad-hoc projects as needed, establishing rapport with local and global senior management teams to drive technology and operations projects.
Required qualifications, skills and capabilities:
- Hold a Master's degree in Business/Finance with minimum 10 years of relevant experience in client experience, operations, change management, complaints, and risk & controls.
- Demonstrate the ability to work independently and as part of a team, partnering across functional teams and interacting with all organizational levels.
- Exhibit excellent verbal and written communication skills, capable of presenting information with varying levels of detail and possessing an investigative mindset to address issues both broadly and in detail.
- Possess strong organizational skills to manage and prioritize multiple tasks within deadlines, along with practical experience in Excel, Visio, PowerPoint, Adobe Analytics, Alteryx, and BI tools.
ABOUT US
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 over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.