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Job Description
Chase is seeking a highly motivated and experienced Senior Associate to lead our Complaints Root Cause Analysis and Customer Outcomes teams. This role is pivotal in ensuring that customer complaints are thoroughly analysed to identify root causes and drive improvements in customer satisfaction and outcomes. The ideal candidate will possess strong analytical skills, leadership capabilities, and a passion for enhancing the customer experience.
As a Team Manager Customer Outcomes at Chase, you will play a pivotal role in ensuring that customer complaints are thoroughly analyzed to identify root causes and drive improvements in customer satisfaction and outcomes. You will possess strong analytical skills, leadership capabilities, and a passion for enhancing the customer experience.
Job Responsibilities:
* Manage and lead the Complaints Root Cause Analysis and Customer Outcomes teams, providing guidance, support, and development opportunities to team members.
* Oversee the analysis of customer complaints to identify underlying issues and trends. Develop strategies to address these root causes and prevent recurrence.
* Collaborate with cross-functional teams to implement solutions that improve customer outcomes and satisfaction. Ensure that customer feedback is integrated into business processes and decision-making.
* Utilize data analytics tools to extract insights from customer complaints and feedback. Present findings to senior management and recommend actionable solutions.
* Drive continuous improvement initiatives to enhance the efficiency and effectiveness of complaint handling processes. Implement best practices and innovative approaches to problem-solving.
* Prepare and deliver regular reports on complaint trends, root causes, and customer outcomes to stakeholders. Ensure transparency and accountability in reporting.
* Build strong relationships with internal and external stakeholders to facilitate collaboration and drive positive change.
* Ensure that all complaint handling processes comply with regulatory requirements and company policies.
Required Qualifications, Capabilities, and Skills:
* Experience in customer service, complaints management, or a related field, with a focus on root cause analysis and process improvement.
* Proven leadership experience with the ability to manage and develop high-performing teams.
* Strong analytical skills with proficiency in data analysis tools and techniques.
* Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely.
* Ability to work collaboratively across departments and influence stakeholders at all levels.
* Knowledge of financial services industry and regulatory requirements of consumer duty.
Preferred Qualifications, Capabilities, and Skills:
* Advanced proficiency in data analytics tools.
* Experience in implementing process improvement initiatives.
* Familiarity with regulatory requirements in the financial services industry.
* Strong problem-solving skills and innovative thinking.
* Ability to adapt to changing priorities and work in a fast-paced environment.
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.
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