We are hiring a Complaints Associate to be reporting into the Operations Manager. This role will involve overseeing the complaints and incidents management function, ensuring effective and timely investigations and resolution. This role will also involve analysing datasets to generate key insights for business reporting and monitor KPIs.
Job Responsibilities
- Process Design & Optimization - Analyse current operational processes, identify inefficiencies, and develop streamlined solutions.
- Act as an escalation contact in the complaints and incident management functions.
- Regulatory and Business Reporting for complaints and incidents
- Prepare and deliver presentations on key business metrics
- Creation and upkeep of procedural documents and training material
- Schedule and organise meetings, co-ordinate speakers, preparing agendas and minutes and track and follow up on action items.
- Assist in determining long term strategic solutions and related project management.
- Work with cross functional teams to ensure smooth implementation and adoption of new processes
- Lead ad hoc operational issues within the business management function
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Required Skills, Capabilities & Qualifications.
- Strong in all MS applications including PowerPoint, excel, word, Visio
- 5 + years' experience in Complaints, Operations, Client facing role within the banking or finance sector
- Strong client focus
- Analytical
- Process driven
- Strong written and verbal communication skills
- Business reporting and presentation skills
- Strong organisation and multi-tasking skills
- Excellent communications and interpersonal skills
Preffered Skills, Capabilities & Qualifications.
- Prior experience in a complaints function
- Prior experience and/or knowledge in equity compensation
- Experience using Jira
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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 Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.