Workplace Solutions - Complaints Manager

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.