Role description:
Chase UK are looking for an Operations Underwriting Lead to establish and lead our newly formed underwriting team at our state of the art offices in Edinburgh.
This role is a unique opportunity 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 (JP Morgan Chase & Co)
Key Responsibilities:
- Whist primarily focusing on underwriting - the successful candidate will also work across the wider operation to continuously improve business performance, with the aim of optimising both the customer and employee experience
- Define and lead underwriting strategy ensuring the delivery of a high quality, professional service to all internal and external customers and stakeholders
- Optimise performance across key operational KPI’s, financials and people metrics whilst exceeding team goals
- See the “big picture”, join the dots quickly of how people & culture fit into the company’s overall business strategy and goals
- To be an advocate for creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture
Skills:
- Leverage their career expertise alongside a deep understanding of banking contact centres and the digital service industry, in order to set up an exceptional underwriting function
- Able to influence senior stakeholders credibly based on experience, business knowledge, depth of insight, market and best practice
- Be passionate & curious about people, take extreme accountability, think commercially, and most of all, care!
- Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success
- Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals
- Be customer centric with a real focus on ‘out of the box thinking’ to support collections resolutions and inquiries
- Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity
- Be Change Champion and Owner for aligned processes and products for colleagues and customers
- Understand and research customer behaviour and share knowledge with wider team and peers
- Become a multi-channel expert across all platforms and functions that we operate across
- Have intrinsic passion to coach and support delivery of first class service to colleagues and customers
- Be a critical thinker – establish root cause and champion and own change to improve delivery
- Be an advocate of our brand and lead and act as a role model to all colleagues and peers
- Have a passion to learn and develop others within their team and area
- 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
- Bring themselves to work, encourage and create an environment where their team can also bring themselves to work
- Identify ways to support inclusion and diversity
Essential Experience for this role:
- Banking/Financial experience, especially in the underwriting discipline
- Digitally Savvy across different medians
- Leadership experience
- Performance Management and Coaching
- Demonstrated process improvement capability and defining best in class customer journey
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