JPMorgan Head Everyday Banking genders 

Germany, Berlin, Berlin 

400181542

Job responsibilities

• Build and lead a high performing business operations function, deliver exceptional service experience on a day by day basis
• Operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
• Define, 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 best in class digital business policy, processes, products and solutions
• Collaborate with technology and process engineering teams to design best in class business customer experiences while mitigating risks
• Manage various stakeholders and work with global teams to ensure delivery of exceptional service at all times
• Understand and keep the business aligned with regulatory requirements
• Manage the workforce requirements / headcounts and meet the on-going demand
• Understand and research customer behaviour and share knowledge with wider team and peers
• Work 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

• Highly customer centric and leading the team by setting right examples with relevant expertise at a senior level in Financial Services banking or another heavily regulated industry
• Ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
• Digitally savvy across different medians including senior management level presentation skills
• Successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success
• Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience
• Have excellent communication and presentation skills in English and German, both written and oral, ability to share our vision and goals

Preferred qualifications, capabilities and skills

• Strong knowledge of banking regulations, lending policies, procedures and products
• Strong Contact Center Background and broad experience in delivering service excellence in collaboration with external service vendors
• Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business