Complaints Management - Governance Lead, VP

Job Description
Join our team as the Vice President of Complaints Management and champion a culture of transparency, accountability, and customer-centricity. Drive impactful change by leading the COS organization's Complaints Governance functions, ensuring every customer, client, and stakeholder concern is addressed promptly, equitably, and in full compliance with Firmwide policy and regulatory standards. Shape the future of complaints management through strategic leadership, innovative solutions, and a relentless focus on customer satisfaction and risk mitigation.
Job Summary
Serve as the Vice President of Complaints Management, overseeing the COS organization's Complaints Governance functions. Design and execute strategies to strengthen the complaints management framework, conduct root cause analyses, and provide actionable recommendations to enhance customer satisfaction and minimize risk.
Job Responsibilities
Lead the development and execution of the complaints management strategy, ensuring alignment with organizational goals and regulatory requirements. Oversee the end-to-end complaints handling process, driving timely, accurate, and fair resolution of all concerns. Collaborate with cross-functional teams to identify and address systemic issues, enhance customer experience, and foster a culture of transparency and accountability. Prepare and present regular reports to senior management and the board, providing actionable insights to drive business improvements and risk mitigation. Serve as the primary escalation point for complex or high-risk complaints and represent the organization during regulatory audits or investigations.
Required Qualifications, Capabilities and Skills

• Hold a bachelor's degree in Business, or related field.
• Demonstrate 10+ years of experience in complaints management, customer service, compliance, or risk management, with at least 5 years in a leadership role.
• Exhibit strong knowledge of regulatory requirements and industry best practices related to complaints handling.
• Prove a track record of leading teams and driving process improvements.
• Display excellent analytical, problem-solving, and communication skills.
• Influence and collaborate across all levels of the organization.

Preferred Qualifications, Capabilities and Skills

• Bring experience in financial services, banking, insurance, or a regulated industry.
• Hold certification in compliance, risk management, or related discipline.
• Demonstrate proficiency with complaints management systems and data analytics tools.
• Utilize Microsoft Office, PowerPoint, Excel, and Visio with expertise.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.