J.P. Morgan MENA
Customer Care Head (Location Control Management)
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 03/04/2026
Job overview
Date posted
17/02/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Senior Manager
Qualification
Bachelors degree
Expiration date
03/04/2026
Job description
The Customer Care Head (Location Control Management) is responsible for overseeing customer complaint governance, conduct risk, service quality, and regulatory compliance for the Saudi branch. The role ensures alignment between local regulatory requirements and global customer care frameworks, acting as the single point of accountability for fair customer treatment and regulatory adherence. The position provides consolidated oversight of the locationās operational risk and control environment, participates in key governance committees, and leads regulatory engagement with SAMA. The role requires strong expertise in complaint handling, consumer protection, operational risk, and regulatory coordination within a highly regulated banking environment. The Customer Care Head partners closely with business, compliance, audit, and regional control functions to strengthen governance, ensure effective remediation, and maintain a robust control framework.
Required skills
Key responsibilities
- Own and oversee the end-to-end complaint lifecycle for all products and channels, ensuring timely resolution, root cause analysis, and fair customer outcomes.
- Act as the first-line owner for SAMA Consumer Protection Principles and complaint handling regulations, leading regulatory reporting and direct engagement with SAMA.
- Ensure local regulatory requirements are mapped to global customer care policies, adapting processes to meet Saudi-specific regulatory and customer expectations.
- Collaborate closely with Customer Care teams (complaints, call center, service quality) to ensure alignment with governance standards, optimize workflows, and support staffing and training improvements.
- Oversee the location control environment, providing a consolidated view of operational risk controls and ensuring prompt escalation and remediation of control issues.
- Participate in and support Riyadh Branch Legal Entity LORCCs, Outsourcing Forums, Regulatory Change Forums (RCFs), and act as a member of the Local Management Committee (LMC).
- Coordinate legal entity control matters and manage regulatory requests, ensuring accurate and timely responses to local and regional regulators.
- Facilitate legal entity attestations and partner with Business Controls Managers (BCMs) and the Central Control Office to address regulatory inquiries and examinations.
- Support preparation for internal and external audits, identifying local control gaps and ensuring effective implementation of corporate policies within the country.
- Review results from Risk and Control Self-Assessments (RCSA) to identify systemic issues and themes impacting the local control environment.
- Report and escalate key risks, trends, and regulatory matters to regional governance committees with transparency and clear recommendations.
Experience & skills
- Minimum 5+ years of experience in complaints management, conduct risk, or customer governance within banking or financial services.
- Experience operating within a regulated environment (e.g., SAMA, FCA, or equivalent regulatory bodies).
- Bachelorās degree in Business, Finance, Law, Risk, or a related discipline; MBA or relevant certifications preferred.
- Deep understanding of complaint handling frameworks, consumer protection regulations, conduct risk principles, and service quality standards.
- Strong ability to engage with regulators and senior stakeholders, with experience in regulatory reporting and governance committees.
- Demonstrated leadership capability with strong influencing skills in a matrix organizational structure.
- High integrity, strong customer advocacy mindset, and resilience under pressure.
- Excellent written and verbal communication skills in English (Arabic desirable).
- Strong analytical skills with the ability to identify both high-level trends and detailed control gaps.
- Ability to take ownership of issues, drive remediation to completion, and escalate risks appropriately.
- Proficiency in Microsoft Office applications and governance reporting tools.