Ipb Employee

**Organization Description**

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions with client assets of $4.1 trillion. 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.

**Employer Description**

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The International Private Bank (IPB) Employee and Client Experience team (ECX) is charged with delivering a first-class experience for our IPB employees, clients and prospects. In a proactive, coordinated and innovative approach, ECX partners across all aspects of the Global Private Bank, including but not limited to: Front Office Advisors, Client Service, Digital and Data Transformation, Solutions, Marketing, Finance & Business Management, Technology, Operations, ITO and Strategy.

This role will partner with the IPB Head of Employee and Client Experience, and Leads in (Asia, Europe) in driving an improved experience for IPB employees and clients in the region by:

- Managing client feedback and complaints, while partnering with key stakeholders to identify and resolve areas of improvement, and measure and track progress with the goal of improving the client experience. Given the vast scope of the feedback, this opportunity will allow the employee to learn and work with colleagues across all teams in the Private Banking business
- Developing manager dashboards and reporting to drive (Asia, Europe) IPB Regional Head and Market Lead engagement and understanding of what our client complaints and feedback trends look like
- Assisting in the newly-created internal employee feedback process for the (Asia, Europe) front-office team. This will involve working closely with employees who submit feedback, coordinating with the most appropriate internal stakeholder, and tracking outcomes to keep all parties updated
- Supporting the Employee and Client Experience Regional Lead, with key projects focusing on how to continuously improve the communication dynamic of the team with the IPB Leadership Team
- Constantly monitoring the success of the team's project management methods, and implementing updates when needed
- Driving both large scale and rapid new initiatives and projects that are tied to the ECX mission of improving the overall employees, clients and prospect experiences

**Primary Duties**:

- Partner with broader team to research and resolve client feedback, and review of complaint correspondence. Regarding complaints, this includes, but is not limited to:

- Provide recommendations to business and supervisory management about feedback resolutions
- Communicate resolutions to clients verbally or via written response
- Assist Legal Department with pending arbitrations and/or litigations involving customer complaints
- Ensure that potential regulatory filings are referred to Compliance for review
- Identify operational or sales conduct-related concerns and refer matters for possible escalation
- Upload complaints to an internal system for tracking, ensuring all items are addressed and resolved
- Provide root cause analysis and coordinate with IPB partners of resolutions (e.g., Digital, Tech, Ops, etc.)
- Manage end-to-end internal employee feedback process, escalate and triage emerging themes on behalf of the IPB Leadership Team
- Assist with the development, maintenance and management of pain-point list by business and efforts to address them
- Develop internal and external communications and presentations to the team and other business partners

**Qualifications**:

- Bachelor's Degree
- Securities industry experience
- Prior experience