Everyday Banking VP, Chase UK

JP Morgan

Location: Midlothian

Job Type: Full time


JPMorgan Chase is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through delightful effortless interactions with digital products and experiences. Our team is at the heart of driving this transformation, focused on developing innovative offerings that put the customer at the centre. We believe that engaging, relevant and contextual content is at the heart of personalized customer experiences. We’re also committed to designing content for reuse in a way that’s measurable and consistent.

We are seeking candidates who want to be part of building digital products and services across the globe in a start-up atmosphere, backed by one of the leading financial services providers worldwide. Join us in Edinburgh as we embark on this exciting chapter in the continued growth of our business.

Culture is important to us and we are looking for intellectually curious, honest, passionate, and hungry individuals who are motivated to use and expand their skills, while working on a new and exciting venture.

Role And Responsibilities:

We are seeking an experienced Lead for Everyday Banking. It is expected that this role will involve:

  • A highly customer centric approach, leading the team by setting the right example
  • Building and Leading a high performing business operations function, delivering exceptional service experience on a day by day basis
  • Have the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
  • Define, implement and maintain operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
  • Acting as subject matter expert for best in class digital business policy, processes, products and solutions
  • Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity
  • Maintaining cross product operational standards and consistency
  • Collaborating with technology and process engineering teams to design best in class business customer experiences while mitigating risks
  • Involve in new project initiatives aligned with strategic goals
  • Extensive stakeholder management working with global teams to ensure we deliver exceptional service at all times
  • Understand and keep the business aligned with regulatory requirements
  • Manage the workforce requirements / headcounts and meet the on-going demand
  • Understand and research customer behaviour and share knowledge with wider team and peers
  • Work collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience

Requirements And Experience:

  • Relevant expertise at a senior level in Financial Services banking or another heavily regulated industry
  • Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business
  • Leadership experience handling large teams and processes
  • Digitally savvy across different medians
  • Have a highly successful track record of what it takes to build and maintain a strong operational culture driving people, customer & business success
  • Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals
  • Experience of directly leading an Everyday Banking function with a best place to work culture and of leading
    contact center teams
  • Enjoys working in environment with high ambiguity
  • Be an advocate of our brand and lead and act as a role model to all colleagues and peers
  • Strong knowledge of banking regulations, lending policies, procedures and products

Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience

#ICBCareer #ChaseUKCustomerServices

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