JPMorgan Vice President – Fraud & Financial Crime - Operations Strategy Delivery 

United Kingdom, Scotland 

189345077

Job Responsibilities

• Builds and Leads a high performing business operations function, delivering optimised service experience
• 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
• Defines, implements and maintains operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
• Acts as subject matter expert for best in class digital business policy, processes, products and solutions
• Collaborates with technology and process engineering teams to design best in class business customer experiences while mitigating risks
• Manages stakeholder relationships working with global teams to ensure we deliver exceptional service at all times
• 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

• Relevant expertise at a senior level in Financial Services banking or another heavily regulated industry
• Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business
• Understanding of contact centre operations, including contact channel development, AI, latest innovations in service tech and customer contact centre processes
• Leadership experience handling large teams and processes
• Have a highly successful track record of what it takes to build and maintain a strong culture and developing this for people, customer & business success
• Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals

Preferred qualifications, capabilities, and skills

• Experience working with Controls/ Operational Risk Management at a large, complex banking organization in an Operational setting
• Able to work independently in a dynamic environment of change, challenge and multiple deadlines and priorities, high attention to detail
• Excellent communication skills, including active listening and the ability to capture and deliver key takeaways from engagements in writing
• Ability to analyse data-driven situations to formulate appropriate conclusions