Client Experience Lead - Vice President (with French)

Job description

Job Information

• Job Identification: 210672026
• Job Category: Project Management
• Business Unit: Asset & Wealth Management
• Location: La Voie-Creuse 1, Geneva, CH-1202, CH
• Working hours: Full-time

Tasks

• Complaint handling: Effective management and resolution of complaints from IPRB clients, related parties and interested parties to ensure compliance with regulatory requirements and deadlines. Drafting formal response letters (including financial and legal terminology) as required.
• Collaboration: Partner with client-facing, operational, legal and compliance teams to process and resolve complaints.
• Process improvement: Continuous evaluation of the current complaint handling process and reporting mechanisms. Propose improvements to increase efficiency, better serve complainants, and further optimize the complaint handling process. Develop and propose strategies to prevent recurrence, increase customer satisfaction and proactively manage processes related to JPM complaints, procedures or personnel.
• Reporting: Provide reports to senior stakeholders and governance committees. Present findings and recommendations to senior leadership and market teams to establish yourself as a subject matter expert.
• Regulatory compliance: Ensuring that all complaint handling activities strictly comply with regulatory standards and are carefully documented.
• Team leadership: leading, mentoring and developing a high performing team, fostering professional growth and a culture of excellence.

Requirements

• 6+ years of experience in the securities industry
• Successful experience in talent development, team motivation and leadership.
• Program management mindset and strong analytical/critical thinking skills.
• Excellent influencing, cross-cultural communication and presentation skills, with the ability to convey complex information clearly and concisely to all audiences.
• Ability to work independently and as part of a team in a fast-paced environment, with the ability to multi-task and meet deadlines.
• Full professional fluency in French and English, including advanced knowledge of financial and banking terminology in both languages.
• Previous private banking experience, including familiarity with investment products and financial and legal terminology.
• Experience in complaint or feedback handling.

We offer

• A global leadership role in financial services.
• A culture of diversity and inclusion.
• An opportunity to be part of a high-performance team.