International Private Bank, Suisse Client Experience Lead - Vice President (with French)

About the job

The International Private Bank Client Experience team (IPB 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. 

In this role, you will provide team leadership, managing and addressing client complaints, conducting root cause and trend analysis, and sharing insights across the Private Bank to prevent future issues.  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 self-motivated, client- and outcome-focused with an innovative critical thinking mindset. Your style and communication skills will foster teamwork and collaboration with all stakeholders and partners.  Possessing an attention to detail, and outstanding analytical and research skills, as well as a passion for improving experiences, including proposed enhancements to existing systems and processes for an improved client and employee experience.

Job Responsibilities:

• Complaint handling: Effectively manage and resolve complaints from clients, related parties, and prospects of the IPB, ensuring compliance with regulatory requirements and deadlines. Write formal response letters incorporating financial and legal terminology as needed.
• Collaboration: Partner with client-facing, operations, legal and compliance teams to address and resolve complaints 
• Process Improvement: 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.
• Root cause analysis: 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.
• Management Reporting: Provision of reporting to senior stakeholders and governance committees. Present findings and recommendations to senior leadership and market teams, establishing yourself as a subject matter expert.
• Regulatory Compliance: Ensure all complaint handling activities strictly adhere to regulatory standards and are meticulously documented.
• Team Leadership: Lead, mentor, and develop a high-performing team, fostering professional growth and a culture of excellence.

Required Qualifications, Capabilities and Skills:

• 6+ years of securities industry experience
• Demonstrated success 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 articulate complex information clearly and concisely to all audiences. 
• Ability to work independently and as part of a team in a fast-paced environment with ability to manage multiple tasks and meet deadlines. 
• Full professional proficiency in French and English, including advanced knowledge of financial and banking terminology in both language
• Previous experience in Private Banking, including familiarity with investment products, and financial and legal terminology. 
• Complaint or feedback handling experience