Vice President - Customer Outcome Governance Manager

JPMorgan Chase & Co.; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

Join a leading global financial services company as a Vice President - Customer Outcome Governance Manager. In this pivotal role, you will influence customer outcomes, manage governance frameworks, and ensure regulatory compliance to drive excellence in service delivery.

Qualifications

• Detailed understanding of FCA New Consumer Duty Regulation.
• Experience in establishing governance frameworks and conducting risk reviews.

Responsibilities

• Manage and oversee the production of annual assessments for Consumer Duty.
• Establish a Customer Outcomes governance framework.

Skills

Analytical skills

Communication skills

Job description

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Job Description

Join our dynamic International Consumer Bank (ICB) team as a Vice President - Customer Outcome Governance Manager, where you will play a pivotal role in shaping the future of customer outcomes. This position offers an exciting opportunity to drive impactful change and ensure excellence in customer service delivery.

As a Vice President - Customer Outcome Governance Manager in the International Consumer Bank (ICB), you will manage and oversee the production of annual assessments for Consumer Duty. You will establish a governance framework to effectively monitor, assess, and report on the delivery of customer outcomes across ICB.

Job Responsibilities:

• Manage and oversee the production of annual assessments for Consumer Duty.
• Establish a Customer Outcomes governance framework to monitor, assess, and report on customer outcomes across ICB.
• Define the charter and scope of a Customer Outcome Working Group to monitor and assess findings from outcome testing, product and service outcome KPIs, and other relevant inputs.
• Develop outcome reporting templates for use with the business, Conduct Forum, and the Board; pilot and adapt reporting based on feedback.
• Review outcome testing approach and KPIs to assess effectiveness and recommend improvements.
• Monitor regulatory changes and identify necessary amendments to procedures.
• Conduct regular conduct risk reviews for new products and services for International Consumers.
• Support conduct lead on digital conduct focus areas, including Consumer Duty, AI, data, and vulnerable customers.
• Prepare papers and updates for the ICB Conduct Forum on digital conduct risk management.
• Ensure action plans are agreed upon, implemented, and tracked to completion.
• Liaise with senior management to obtain input on conduct risk environment and provide assurance and updates from monitoring reviews.
• Deliver management information to monitor performance against customer outcomes and risk appetite.

Required Qualifications, Capabilities, and Skills:

• Detailed understanding of FCA New Consumer Duty Regulation.
• Experience in establishing governance frameworks and conducting risk reviews.
• Strong analytical skills to assess effectiveness of outcome testing and KPIs.
• Ability to liaise with senior management and provide regular updates.
• Excellent communication skills to prepare papers and updates for forums.

Preferred Qualifications, Capabilities, and Skills:

• Experience in digital conduct focus areas, including AI and data management.
• Familiarity with international consumer banking operations.
• Proven track record in managing customer outcomes and conduct risk.

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

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

Control Management maintains a strong and consistent control environment through a joint accountability model that aligns managers with each function and region to mitigate operational risk. The team focuses on four areas: Control Design & Expertise, Risks & Controls Identification/Assessment, Issues & Control Deficiencies and Control Governance & Reporting.