JPMorgan Division Lead Daily Banking - Process Management genders 

Germany, Berlin, Berlin 

136091084

As a Division Lead Daily Banking - Process Management within JPMorgan & Chase Co you will play a pivotal role in our dynamic team dedicated to enhancing customer experiences through innovative digital solutions. Your responsibilities will include implementing exceptional operational standards.You will provide insight and analysis across our operation

Job responsibilities

• Implement and maintain operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
• Act as subject matter expert for business policy, processes, products and solutions
• Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams
• Build initiatives focusing on both operational and customer journey optimization, enabling an increased performance approach across the function and ensuring high level of customer satisfaction
• Work together with technology and process engineering teams to design best in class business customer experiences while mitigating risks
• Deliver business case evidence for initiatives, identify and implement process improvement needs, utilize data-driven insights to drive decision-making and process optimization.
• Own performance insight and identify business opportunities impacting key KPIs
• Display effective decision making across the various forums that shape change and improvement across the various workstreams within customer operations and product delivery

Required qualifications, capabilities, and skills

• Minimum 5 years experience in service center industry with deepunderstanding of contact center best practices for quantity, quality and operational process management
• Experience with handling teams and processes with customer centric approach
• Ability to feedback and influence business and senior stakeholders
• Digitally savvy across different medians
• Experience in translation of data analysis into valuable operational insight
• Excellent communication and presentation skills in English and German, both written and oral

Preferred qualifications, capabilities and skills

• Experience in Financial Services, banking or another heavily regulated industry
• Experience working in global teams in a high growth constantly evolving company
• Knowledge of AI and Large Language Model integration in Servicing Processes
• Experience with Workforce Management Tools and Standards
• Service Industry Standards: ISO, Six Sigma or COPC