The International Private Bank (IPB) Client Experience team (CX) is dedicated to delivering an exceptional experience for our clients and prospects. Through a proactive, coordinated, and inclusive approach, the CX team collaborates across various facets of the Private Bank, including Front Office Advisors, Client Service, Digital and Data Transformation, Operations, Privacy, Compliance, Legal, and Controls. 

As a Vice President, Asia Client Experience Lead in IPB, you will take up a crucial role in providing team leadership, managing and addressing client complaints, conducting root cause and trend analyses, and sharing insights across the Private Bank to prevent future issues.  Additionally, this role affords the chance of managing both large scale and rapid projects aligned to IPB priorities.  With the diverse scope of complaint subject matter, this role offers the opportunity to learn from and collaborate with colleagues and Senior Leadership across multiple teams within the Private Banking business.

You will be client and outcome-focused with a practical orientation to developing and maintaining an innovation mindset and have a style that fosters teamwork and collaboration with all stakeholders and partners. You should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, and outstanding analytical and research skills, as well as a passion for improving experiences. You will possess strong critical thinking skills, be self-motivated, and have the ability to think creatively to not only respond to clients but also propose enhancements to existing systems and processes for an improved client and employee experience.

Job Responsibilities:

Effectively manage and resolve complaints from clients, related parties, and prospects of the IPB, ensuring compliance with regulatory requirements and deadlines. Draft formal response letters incorporating financial and legal terminology as needed.Conduct comprehensive complaint investigations to identify the underlying causes of complaints. Develop and propose strategies to prevent recurrence, enhancing client satisfaction and optimizing business processes related to JPM products, procedures, or personnel.Present findings and recommendations to senior leadership and market teams, establishing yourself as a subject matter expert. Facilitate knowledge transfer to promote understanding and implementation of best practices.Partner with client-facing teams to address and resolve complaints, including in challenging or sensitive situations, fostering a collaborative environment.Continuously assess the current complaint handling process and reporting mechanisms. Suggest improvements to increase efficiency, better serve complainants, and further streamline the complaint handling process.Ensure all complaint handling activities strictly adhere to regulatory standards and are meticulously documentedProvide Management reporting to stakeholders and governance committees 

Required Qualifications, Capabilities and Skills:

Bachelor's Degree6+ years of securities industry experienceProgram management mindset and strong analytical/ critical thinking skills.Excellent influencing, cross cultural communication and presentation skills, with the ability to articulate complex information clearly and concisely to all audiences. Ability to work independently and as part of a team in a fast-paced environment.Previous experience in Private Banking, including familiarity with investment products, and financial and legal terminology. Self-driven and proactive approach to work. Ability to manage multiple tasks and meet deadlines. Strong interpersonal skills and the ability to build relationships with internal and external stakeholders.Demonstrated proficiency writing in English, with a strong command of financial terminology. 

Preferred Qualifications, Capabilities and Skills:

Prior experience engaging with clients and senior stakeholders is preferred. Complaint or feedback handling experience strongly preferred.