Channel Manager, Chase UK

JP Morgan

Location: Midlothian

Job Type: Full time

Posted


As a Channel Manager within Fraud, you will look at performance data, provide insight and recommendations to help us improve our performance and customer experience, influencing the operational leadership to make required changes. You will also ensure we are ready for key changes, supporting us to operationalise and embed these to maintain high performance for both customer and people experience as well as ensure we are performing well across our functional areas and we embed change well in the operation.

Job responsibilities:

  • Creating plans for Skills Optimisation which will drive a consistent performance approach across the function, in line with Head of and Divisional Lead accountabilities e.g. Everyday Banking / Banking Operations and Fraud Operations
  • Supporting Divisional Lead to develop recommendations for consistent in-life optimisation in line with customer and colleague experience
  • Working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off
  • Owning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs
  • Support, influence and drive the embedding of change across the function, which will enable and enhance People Leads to focus on their people and work alongside the People Leads and Planning Team
  • Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences
  • Will co-ordinate the aligned virtual operational teams
  • Interface into Service Infrastructure, Change, Quality, VoC team, Marketing and planning

Required qualifications and skills:

  • Banking/Financial experience
  • Contact Centre experience
  • Operational understanding
  • Deep understanding of processes for the key functional area they lead
  • Experience in change management
  • Experience of reporting, analysis and insight of data trends
  • Experience in translation of data analysis into valuable operational insight
  • Ability to feedback and influence business and senior stakeholders

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