LOB Escalations Team Lead

JP Morgan

Location: Midlothian

Job Type: Full time


Be brave, not perfect.
- Reshma Saujani

JPMorgan Chase & Co. is expanding its consumer business by launching a new digital bank in the UK. We are working to build a best-in-class Financial Crime (FinCrime) Operations function in Edinburgh as we embark on this exciting chapter in the continued growth of our UK business.

The LOB Escalations Team is responsible for; assessment of escalations raised by various teams for review; decision making on if the rationale for an offboarding/retain recommendation is acceptable and provide an outcome; identification of red flags to assess whether the case requires escalation to the committee; completion of follow up actions on the back of an exit decision; managing the relationship review journey and ensuring we remain compliant within our SLA's.The role of the LOB Escalations Team Lead will be responsible for the day-to-day management and oversight of the LOB Escalations Team. Their responsibilities will include being the teams referral point and acting as the SME on all things LOB Escalations.

Key Responsibilities

  • Manage LOB Escalations pipeline of incoming cases, ensuring prioritisation and timely execution.
  • Chair the LOB Committee and provide clear and concise summaries of each case for the assessment of the Committee and steer senior stakeholders within allotted time.
  • Direct oversight of the LOB Escalation Quality Control Checks, ensuring all LOB Escalations cases are reviewed, assessed and decisioned correctly by Specialists.
  • Manage performance of LOB Escalations Specialists, provide clear performance targets, conduct performance reviews and develop clear career and personal development trends.
  • Assist with change management for integration of LOB Escalations policy, procedures and training material updates for the LOB Escalations Team.
  • Acting as the LOB Escalations Team referral point and providing SME knowledge to both your team and external stakeholders.
  • Collaborate with management for new joiner training plans and ongoing knowledge sharing to the LOB Escalations Team, driven by stakeholder feedback and promoting best practice.
  • Provide direct supervision and guidance that can be adaptable to both new hires and experienced LOB Escalations Specialists as needs are identified.
  • Manage performance of LOB Escalations Specialists, provide clear performance targets, conduct performance reviews and develop clear career and personal development trends.
  • Partner with Senior Management to ensure KPI's are in line with business requirements, monitor metrics reporting, highlight concerns, propose resolution and track progress.
  • Develop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm.

Essential Experience/Skills

  • 4-5 years Banking/Financial industries experience.
  • 2-3 years’ experience of working within a relationship Review/AML or KYC Environment – strongly preferred.
  • A proven track record in management and/or coaching of staff members with demonstrated leadership ability.
  • Previous experience in a KYC role or role that requires research, problem solving skills and critical thinking as well as an understanding of KYC/AML Risks and red flags.
  • Excellent communication skills, both written and verbal with strong stakeholder management and experienced in managing upwards.
  • Proven ability to identify, analyse, plan, prioritise and solve problems by providing solutions with the ability to drive change and get others onboard.
  • Be comfortable with ambiguity, resilient with a growth mind-set and an exceptional attention to detail.
  • Be a multitasker with the ability to prioritise – you can connect and maintain engagement with stakeholders, whilst researching and resolving issues
  • The ability to identify and escalate control risks when required.
  • Strong time management skills and the ability to instill this quality in others while working under pressure to fixed deadlines.
  • Demonstrate an Independent decision-making ability, and strong analytical skills in order to draft, clear and concise reports.
  • Experience of working within a digital bank and Microsoft Office a – preferred.
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