Global VP: Complaints Strategy & Controls

Testing Site - JPMC; Easter Howgate; On-site; GBP 150,000 - 240,000; Full time

Job summary

Testing Site - JPMC seeks a Head of Global Complaints, Strategy and Controls – Vice President to own end-to-end complaints across all Financial Services products and journeys, and to lead first-line operational controls across Banking Operations. You will build global teams, drive regulatory liaison, and embed conduct and customer-centric outcomes.

Responsibilities include defining strategy, governing the lifecycle, handling high-risk escalations, and advancing automation and remediation

Qualifications

• Extensive leadership experience in global complaints strategy and execution across multi-jurisdiction Financial Services.
• Proven first-line control execution and operational risk management across Banking Operations and Daily Banking.
• Strong conduct-risk 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 executive-level, high-risk complaint escalations with fair, timely outcomes.
• Expertise in process and control automation; ownership of platforms, data quality, and MI/reporting frameworks.
• Advanced root-cause analysis and systemic-issue remediation skills.
• Exceptional executive communication and influence; effective at board/senior governance forums.
• Proven cross-functional partnership with Product, Technology, Risk, Compliance, Legal, Fraud/FinCrime, and Operations.
• People leadership of global, matrixed teams; talent development and succession planning.

Responsibilities

• Define and lead the global complaints strategy; own the capability roadmap, standards, tooling, and operating model.
• Own the end-to-end complaints lifecycle enterprise-wide, ensuring fairness, timeliness, consistency, and quality.
• Personally resolve executive-level, high-risk, 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 deep-dive/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 first-line 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.

Skills

Global complaints strategy

First-line control execution

Regulatory liaison

Regulatory audits

Executive communication

Cross-functional partnership

People leadership

Automation and tooling

Job description

Testing Site - JPMC seeks a Head of Global Complaints, Strategy and Controls – Vice President to own end-to-end complaints across all Financial Services products and journeys, and to lead first-line operational controls across Banking Operations. You will build global teams, drive regulatory liaison, and embed conduct and customer-centric outcomes.

Responsibilities include defining strategy, governing the lifecycle, handling high-risk escalations, and advancing automation and remediation