JPMorgan Workplace Solutions - Complaints Associate 

Ireland, Cork 

341552313

As a Complaints Associate within our Workplace Solutions team, you will play a crucial role in overseeing the complaints and incidents management function. You will ensure effective and timely investigations and resolutions, and use your analytical skills to generate key insights for business reporting and monitor KPIs. You will also have the opportunity to work with cross-functional teams to ensure smooth implementation and adoption of new processes. This role will challenge you to identify inefficiencies in current operational processes and develop streamlined solutions. Your strong client focus and excellent communication skills will be essential in this role.

Job Responsibilities

• Process Design & Optimization - Analyse current operational processes, identify inefficiencies, and develop streamlined solutions.
• Act as an escalation contact in the complaints and incident management functions.
• Generate regulatory and business reports for complaints and incidents
• Prepare and deliver presentations on key business metrics
• Create and upkeep of procedural documents and training material
• Schedule and organise meetings, co-ordinate speakers, preparing agendas and minutes and track and follow up on action items.
• Assist in determining long term strategic solutions and related project management.
• Work with cross functional teams to ensure smooth implementation and adoption of new processes
• Lead ad hoc operational issues within the business management function

Required qualifications, capabilities and skills

• Strong in all MS applications including PowerPoint, excel, word, Visio
• 5 + years’ experience in Complaints, Operations, Client facing role within the banking or finance sector
• Strong client focus
• Analytical and process driven
• Strong written and verbal communication skills
• Business reporting and presentation skills
• Strong organisation and multi-tasking skills
• Excellent communications and interpersonal skills

Preferred qualifications, capabilities and skills

• Prior experience in a complaints function
• Prior experience and/or knowledge in equity compensation
• Experience using Jira