Workplace Solutions - Complaints Manager

Testing Site - JPMC; Cork; Presencial; EUR 65.000 - 90.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Analytical thinking

Attention to detail

Written communication

Customer focus

Multitasking

Stakeholder management

Process improvement

Case management tools

Reporting skills

Educación

Bachelor's degree in Business/Finance/Law

Herramientas

Case management software

Descripción del empleo

Summary

J.P. Morgan Workplace Solutions is seeking a Complaints Manager to lead the end-to-end lifecycle of customer complaints in a regulated environment-owning investigations, response quality, KPIs, regulatory interactions, and driving continuous improvement.

Key Responsibilities

• Case Investigations & Responses
  • Lead thorough, impartial investigations into complex complaints, ensuring complete fact patterns and customer-first outcomes.
  • Draft clear, accurate, and empathetic responses tailored to customer context and regulatory standards.
  • Review and sign-off on responses prepared by the team; ensure tone, rationale, and remedies meet standards.
• Regulatory Correspondence & Engagements
  • Manage regulatory correspondence and engagements; maintain audit-ready records.

  • Own periodic complaints reporting (e.g., volumes, categories, outcomes), ensuring data accuracy, completeness, and timeliness.

• Metrics & Performance Management
  • Define and maintain KPIs and dashboards for volume, SLA adherence and root cause trends.
  • Monitor and analyze metrics to identify patterns, emerging risks, and process gaps; drive actionable insights.
• Process Leadership & Strategy
  • Serve as the subject matter expert (SME) for complaint investigations, policies, and procedures.
  • Own the complaint handling framework: intake, triage, investigation, response, escalation, root cause analysis (RCA), and remediation tracking.
  • Lead continuous improvement initiatives to simplify processes, improve cycle time and quality, and strengthen controls.
• Governance & Cross-Functional Collaboration

  • Partner with Product, Operations, Customer Support, Compliance, Legal, Risk, Technology, to resolve cases and remediate root causes.

  • Maintain effective governance for complaint handling, including policies, controls, training, quality reviews, and management reporting.
  • Escalate issues promptly to the appropriate committees and stakeholders.

Required Skills & Competencies

• Analytical, detail-oriented, ability to problem-solve.
• Customer-focused mindset with excellent written communication; able to explain outcomes and remedies clearly and empathetically.
• Ability to multitask and prioritize in a high-volume, deadline-driven environment.
• Stakeholder management and influence skills across functions and levels.
• Process orientation with experience in continuous improvement and control design.
• Proficiency with case management and reporting tools,

Qualifications & Desired Experience

• Bachelor's degree or equivalent experience in Business, Finance, Law, or related field.
• Prior complaints manager or strong customer-focused leadership role.

• Experience in share plans, fintech, finance, or funds.