Head of Learning for Operations, International Consumer Banking

JP Morgan

Location: Midlothian

Job Type: Full time


Job Summary:

Here at JPMorgan Chase & Co, we know that people want great value combined with an excellent experience, from a bank they can trust. So we created a new digital bank to revolutionise mobile banking by creating seamless digital journeys that our customers love. We successfully launched in the UK and have ambitious plans for growth, and expansion into other markets.

The Learning team at JPMorgan Chase is on a multi-year journey to radically transform how we develop and deliver learning to our employees. In order to drive proactive, skills-based learning strategies, we're re-organizing learning delivery into various 'Skills Academies.' This approach emphasizes the importance of developing specific skills through scalable solutions across different lines of business and functions. Within each Skill Academy, our vision is for multi-modal learning to be organized into relevant learning domains that will ultimately streamline access to domain-specific learning content, improve the employee experience, and drive tangible business impact.

You will be an experienced learning executive who will lead Operations Learning for this business. Our Contact Centre and operations specialists interact directly with our customers every day, their skills and knowledge need to be excellent. We are expanding fast, with frequent groups of new joiners, and we are continually building out our banking offerings, so there are frequent new products and features for them to learn. We will be expanding into Germany in the near future, which means delivering multi-language training. We operate in an Agile development environment, meaning fast iterations, constant striving for improvement, data-centric decisions, and a great deal of collaboration.

Job Responsibilities:

  • Partner with business and HR senior leaders to identify, prioritize and strategize on learning needs and develop targeted solutions
  • Lead an organisation of about 40 staff in multiple locations, which is expected to grow considerably; we strive to be the place the best talent loves to work
  • Oversee the design and delivery of best-in-class training programs using various modalities from in-person classroom, to e-learning, to work simulations, speaker series and more
  • Collaborate with subject matter experts, product leaders, facilitators and vendors
  • Continuously evaluate and improve learning effectiveness using data and analytics
  • Integrate the best input from external and internal sources on learning modalities, techniques and providers
  • Collaborate with the Learn Product teams to inform potential firm-wide enhancements and priorities
  • Ensure audit-ready compliance with regulatory and legal requirements

Required qualifications, capabilities, and skills:

  • Extensive experience in learning and/or talent development with at least 3 years of experience in leadership roles within a large, matrixed, global organization
  • Strong understanding of adult learning principles, instructional design, next generation digital learning methodologies and learning technologies
  • Experience in Financial Services and/or Operational, service-focused industries
  • Experienced leader of a global teams

Preferred qualifications, capabilities, and skills:

  • European experience and language skills preferred
  • Excellent analytical, problem-solving, communication, presentation, and facilitation skills
  • Ability to collaborate with and influence senior leaders and stakeholders
You’ve got this!