Document & Business Solutions is the company’s primary office-based services provider for the firm, globally, operating across various regions in more than 50 cities. Document & Business Solutions is responsible for providing vital products and services, including but not limited to, creative & design, document creation/print/copy, mail distribution, messenger, courier, and fulfillment scanning and archiving. Additionally, Document & Business Solutions manages a suite of products, including, SmartPrint (floor printers), mail digitization and Document & Business Solutions’ online service platform.

As an Operations Manager in the Document & Business Solutions team, you will be the primary point of contact to oversee, manage and ensure high quality Mail & Courier, Print and Imaging Capture production duties, Trade & Working Capital operations and Campus Shuttle Services to meet the targets and standards as part of the Bournemouth operations group.

You will be responsible for the day-to-day oversight and operational management of staff. You will actively manage the team and operations to ensure work requests and volumes receive the correct workforce and processes are adhered to providing quality output without errors. You will be the first point of contact for the local and Document & Business Solutions Management team, providing regular updates and working together to escalate and manage any known or potential issues that may impact the team or operations.

Job responsibilities

• Supports performance development processes and meet with team to review business and personal priorities, development, training and coaching
• Promotes and manages an inclusive work environment, providing direct management oversight, guidance and development of employees, and teams, in line with the JPMorgan Chase Business Principles
• Develops key client partnerships, meeting clients on a regular basis to update on service performance
• Manages and directs overall employee activity including communication of priorities, deployment decisions, staffing levels, and performance management
• Delivers on departmental initiatives, projects and ongoing activity, keeping management and colleagues properly informed of status progress, successes and issues
• Identify gaps and opportunities for improvement, generating new and innovative approaches to daily tasks.
• Analyses, prioritizes, recommends and implements alternative solutions and enhancements to improve effectiveness and efficiency of products, services, and processes, sharing with peers where appropriate.
• Manages multiple vendor relationships, measuring performance and reporting metrics for all supporting key performance indicators (KPIs)
• Follows, assures and provides oversight in managing compliance with all established policies, protocols, procedures and processes

Required qualifications, capabilities, and skills

• Management of the process and control for mail and courier responsibilities and compliance of x-ray scanning and supporting procedures for the operation
• Professional E-mail, phone and face to face communications to respond to client’s requests/questions
• Client focused approach and point of contact for the LOB’s, maintain and build business relationships and manage vendor relationships
• Strong written and spoken English skills and able to demonstrate and evidence leadership, communication and people skills
• Excellent time management, organizational skills and understanding of print and automated insertion technologies in a busy production environment
• Good working knowledge of key Microsoft programs and ability to analyze data and experience with handling client requests/issues and managing products and service expectations
• Organized and efficient with self-motivation, managing change, process and staff development