Job Description

:Join our multifaceted Client Experience team, which includes Competitive Intelligence, Market Research, Analytics, Client Journey Mapping, Complaints management, and Client/Crisis Communications. As a Client Experience analyst, you\'ll be part of a transformative journey, reshaping the complaints management process. You\'ll collaborate with various business levels and functions, including analytics and data teams, to deliver top-notch client experiences. If you\'re passionate about enhancing client experience through data analysis and decision-making, and comfortable communicating with multiple business partners, clients, and senior executives, this role is for you.Job Summary: As a Product Control Manager- Associate within the Client Experience team, you will be part of a multifaceted organization that supports all lines of business in Commercial Banking. You will have the opportunity to transform the framework for complaints management and handling process, and work with analytics and data teams across the organization. Your role will be crucial in delivering the best client experiences, specifically supporting complaint identification, resolution, and remediation. This role will allow you to leverage your passion for improving the client experience, data and analysis, and use that information for better decision making.Job Responsibilities:

• Support CB\'s Complaint process - Identify and log complaints on CARE tool, manage the day today operations, to send out daily/monthly reports to different stake holders and perform quality check on a regular basis.
• Maintain periodic analytics to provide management with full insight into emerging trends and the quality of the originated complaints
• Partnering with cross-functional teams including the Business, Technology and Operations
• Conduct ad hoc analytics and contribute to various projects representing Complaints Management
• Prioritization and influencing stakeholders on business roadmap
• Responsible for the timely execution of project tasks, stakeholder updates, resolving and escalating issues
• To identify regulatory, vendor or any other complex client complaints received and ensure relevant actions are being taken to address them
• To follow up with business and update resolution details on CARE regularly
• Support new process changes and adhere to new timelines/guidelines as and when they are implemented

Other Responsibilities

• Strong risk and control awareness, ability to effectively prioritize workloads and work to critical deadlines
• Confident communicator & influencer to both internal and external clients
• Drive process optimization and automations
• Strategic thinker, able to review and implement process improvements
• Work with Senior leadership locally & Globally including to achieve departmental objectives.
• Assist on ad-hoc projects as needed
• To establish rapport and work with local and global Senior Management Teams across multiple geographies to drive various technology & operations projects
• Effective stakeholder influencing and negotiation skills

Required Qualifications, Skills and Competencies:

• Minimum of 6 years of relevant experience" or "6+ years of relevant experience (Client experience, Change management, Complaints, Risk & Controls)
• Self-starter, ability to work both independently and as part of a team
• Ability to partner across functional teams and interact with all levels of the organization
• Excellent verbal and written communication skills with the ability to present information in differing degrees of detail
• Investigative mindset, able to see issues at both high-level and in detail
• Good organizational skills - manages & prioritizes multiple tasks within deadlines
• Strong practical experience of Excel, Visio, PowerPoint,Adobe analytics, Alteryx 101
• Bachelor\'s degree in Commerce, Business administration or any other related field or equivalent work experience. Post Graduate qualification is a plus.
• Financial service industry experience desired, but we are open to evaluating candidates with strong matching backgrounds from any industry.

About Us:JPMorgan Chase & Co., 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 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 for more information about requesting an accommodation.About the Team:Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.Operations teams develop and manage innovative, secure service solutions to meet clients\' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

JPMorgan Chase