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Documentation Lead (Customer Ops Procedure Management) - Vice President

Full time
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JP Morgan
Banking, investment & finance
10,001+ employees
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JPMorgan Chase & Co. is broadening its horizons, investing in innovative customer engagement strategies and delightful digital experiences. Our team is spearheading this transformation, creating innovative offerings that prioritize the customer. We're seeking candidates eager to contribute to the development of global digital products and services in a start-up environment, supported by a leading financial services provider. We value culture and are seeking intellectually curious, honest, passionate, and motivated team members ready to expand their skills on this exciting venture.

As a Customer Ops Procedure Management Lead within our design teams, you will be tasked with comprehending the customer journey process, familiarizing yourself with the build, and drafting procedures, knowledge articles, how-to guides, and FAQ documents. Your primary responsibilities will include team management, process management, and ensuring that project goals are met objectively. You will also be required to coordinate with multiple stakeholders to gather the necessary inputs for document drafting, review these with relevant parties, and obtain their sign-off.

Job responsibilities

  • Establishes/Creates/maintains procedures & job articles for day to day BAU activities within knowledge bank
  • Conducts gap analysis on any new regulations or changes within any regulations alongside procedures and ensure to update the same in centralized knowledge bank
  • Collaborates with process engineers (design team) and customer service teams, subject matter experts to establish the need and terms of procedural changes
  • Proactively communicates and collaborates with external and internal customers to analyse information needs and requirements
  • Has the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
  • Acts as subject matter expert for best in class digital business policy, processes, products and solutions
  • Collaborates with technology, operations and process engineering teams to design best in class service delivery while mitigating risks
  • Involves in new project initiatives aligned with strategic goals
  • Manages stakeholders working with global teams to ensure we deliver exceptional service at all times
  • Manages the workforce requirements / headcounts and meet the on-going demand
  • Works collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience

Required qualifications, capabilities, and skills

  • Vast expertise in documentation mgmt./ record keeping, content management
  • 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 / processes and global locations
  • Successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success
  • Excellent communication and presentation skills, both written and oral, ability to share our vision and goals.
  • Enjoys working in environment with high ambiguity
  • Strong knowledge of banking regulations, policies, procedures and products
  • Strong analytical and time management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
  • Organizational skills and ability to handle working within strict timelines
  • High level of professionalism in leading groups and process improvement initiatives
  • Experience in using enterprise-wide requirements definition and management systems and methodologies

Preferred qualifications, capabilities, and skills

  • German Language skills proficiency