Lead Complaints & Investigations Manager

Testing Site - JPMC; Cork; On-site; EUR 65,000 - 90,000; Full time

Job summary

J.P. Morgan Workplace Solutions in Ireland is seeking a Complaints Manager to lead the end-to-end lifecycle of customer complaints within a regulated environment.

You will own investigations, responses, and quality standards to ensure customer-first outcomes. Reporting to governance committees, you will define KPIs, dashboards, and drive continuous improvement across Product, Operations, Compliance, Legal, Risk, and Technology.

Qualifications

• Bachelor's degree or equivalent in Business, Finance, Law, or related field.
• Prior complaints manager or strong customer-focused leadership role.
• Experience in share plans, fintech, finance, or funds.
• Ability to lead investigations and deliver compliant responses.

Responsibilities

• Lead end-to-end investigations and draft empathetic responses.
• Manage regulatory correspondence and maintain audit-ready records.
• Define KPIs, dashboards, and monitor trends.
• Own complaint handling framework: intake, triage, investigation, response, escalation, RCA, remediation.
• Collaborate with cross-functional teams to resolve cases and remediate root causes.
• Escalate issues to committees and stakeholders as needed.

Skills

Analytical thinking

Attention to detail

Written communication

Customer focus

Multitasking

Stakeholder management

Process improvement

Case management tools

Reporting skills

Education

Bachelor's degree in Business/Finance/Law

Tools

Case management software

Job description

J.P. Morgan Workplace Solutions in Ireland is seeking a Complaints Manager to lead the end-to-end lifecycle of customer complaints within a regulated environment.

You will own investigations, responses, and quality standards to ensure customer-first outcomes. Reporting to governance committees, you will define KPIs, dashboards, and drive continuous improvement across Product, Operations, Compliance, Legal, Risk, and Technology.