Workplace Solutions - Complaints Manager
J.P. Morgan
Cork, Ireland
Posted on Mar 13, 2026
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.
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.
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
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
