Customer Care Head (Location Control Management)
JPMorgan Chase & Co.
نشرت قبل أكثر من 30 يومًا
أرسل لي وظائف مثل هذه
الجنسية
أي جنسية
جنس
غير مذكور
عدد الشواغر
1 عدد الشواغر
الوصف الوظيفي
الأدوار والمسؤوليات
Job responsibilities
- Complaint Governance: Own end-to-end complaint lifecycle for all products/channels
- Regulatory Compliance & Local Adaptation: First-line owner for SAMA Consumer Protection Principles and complaint handling regulations. Lead regulatory reporting and direct engagement with SAMA.
- Ensure local regulatory requirements are mapped to and integrated with the firm's global customer care policies, adapting processes to meet Saudi-specific needs.
- Align local service delivery with global frameworks, while tailoring approaches to local customer expectations and local regulatory requirements.
- Connect and Collaborate with all stakeholders involved in the complaints handling process: Work closely with all Customer Care teams (complaints, call centre, service quality) to ensure effective coordination, best practice sharing, and alignment with both local and global standards.
- Support and influence staffing, training, performance, and workflow optimisation through partnership and guidance.
- Oversees the location control environment and provide a consolidated view of operational risk controls for the location to ensure problems are promptly escalated and remediated; ensure appropriate governance, coordination and execution of Global Control Projects and cross LOB Programs
- Acts as a member of the Local Management Committee (LMC)
- Provides coverage of Legal Entity control matters and coordinate internal control regulatory deliverables across local and regional aligned functions (includes management of regulatory request and interaction with the Regulator)
- Facilitates review for Legal Entity attestations and works in partnership with Business Controls Managers (BCM's)/Central Control Office to advise on and coordinate responses to regional/local regulatory inquiries and exams
- Partners with the business to prepare for location specific audits and support the implementation of Corporate owned polices in country, including review and identification of local gaps.
- Supports Internal and External Audits, Operational Risk Management and Compliance work in the execution of reviews
- Partners with the Business Control Management (BCM) to review results from the risk and control self-assessment process to identify issues and themes impacting the local control environment.
الملف الشخصي المطلوب للمرشحين
Experience: Experience in banking/financial services; 5+ years in complaints/conduct risk; regulated environment experience (SAMA, FCA, etc.)
Education: Bachelor's in business, Finance, Law, Risk, or related; MBA or relevant certifications preferred.
Skills: Deep knowledge of complaint handling, consumer protection, conduct risk, and service quality. Strong influencing, regulatory engagement, and leadership under pressure.
Behaviours: High integrity, customer advocacy, resilience, excellent communication (English; Arabic desirable), ability to operate in a matrix structure. Take ownership of issues and lead them to resolution, highly motivated self- starter Strong team player with solid influencing skills, able to partner with departments in a global organization Strong organizational skills, ability to effectively manage tasks under time pressure and constrains Analytical mind-set, able to identify high-level but also detailed issues Shows good judgment, maturity, and experience to identify risks and escalate where required Excellent written and verbal communication skills with the ability to present information in different forms and details based on the audience Strong in Microsoft Office.
القطاع المهني للشركة
- الخدمات المصرفية
- الخدمات المالية
- الوساطة
المجال الوظيفي / القسم
- الموارد البشرية
- العلاقات الإنسانية
- العلاقات الصناعية
الكلمات الرئيسية
- Customer Care Head (Location Control Management)
تنويه: نوكري غلف هو مجرد منصة لجمع الباحثين عن عمل وأصحاب العمل معا. وينصح المتقدمون بالبحث في حسن نية صاحب العمل المحتمل بشكل مستقل. نحن لا نؤيد أي طلبات لدفع الأموال وننصح بشدة ضد تبادل المعلومات الشخصية أو المصرفية ذات الصلة. نوصي أيضا زيارة نصائح أمنية للمزيد من المعلومات. إذا كنت تشك في أي احتيال أو سوء تصرف ، راسلنا عبر البريد الإلكتروني abuse@naukrigulf.com
JPMorgan Chase & Co.
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. 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.