Chase UK - Divisional Lead

Do you want to lead our leaders and colleagues in a dynamic, fast paced, customer and colleague centric environment? Do you have a passion for leading and managing others? Developing your team whilst learning new skills? Can you think ‘outside of the box’, problem solve and have the desire to change, implement and own processes? Do you want to take your Leadership skills to the next level?

If you’ve answered yes to the above and want a new challenge then we want you!

About us

We are Chase – part of the JPMorgan Chase family. We are a leading provider of traditional and digital financial services worldwide. We operate like a start-up, embedded within a leading global financial institution. We are working together in powerful partnership to ethically disrupt the financial services market in the UK.

Our vision is to inspire and equip our customers to get more from their money, all from the palm of their hand, with our innovative and seamless mobile banking app, supported by our friendly and knowledgeable customer support team.

Our team is at the heart of building this new venture, focused on developing offerings that put the customer at the centre.

Divisional Lead

We are seeking Divisional Leads to join out team and help us shape the future of digital banking for our customers. If you are successful we want you to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success.

You will help to foster an exceptional & unique culture. A culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.

Responsibilities as a Divisional Lead:

• Optimise performance across key operational KPI’s, financials and people metrics, smashing team goals
• Extremely comfortable with ambiguity
• Work collaboratively with the relevant squad teams to continuously improve operational and business performance
• Optimise both the customer and employee experience, creating those moments of truth when they really matter
• Ability to see the “big picture”, joining the dots quickly of how people & culture fit into the company’s overall business strategy and goals
• Are passionate about how creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture
• Has a point of view, can influence credibly based on experience, business knowledge, depth of insight, market and best practice

The correct individual for this role will:

• Leverage their career expertise alongside a deep understanding of banking contact centres and the digital service industry
• Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care
• Become a multi-channel expert across all platforms and functions that we operate across
• 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 resolutions and inquiries
• Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity
• Be Change Champion and Owner for processes and products for colleagues and customers
• Understand and research customer behaviour and share knowledge with wider team and peer
• 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 passion to self-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

Essential Experience for this role:

• Banking/Financial experience
• Contact Centre Experience
• Digitally Savvy across different medians
• Leadership experience preferable
• Performance Management and Coaching
• Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools

This role will be shift based and will include morning, evening and weekend work on a rotational shift basis.

If you would like the opportunity to join the bank of the future and think you are a good fit for this role then don’t miss out and submit your application today.