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JPMorgan Head Daily Banking genders 
Germany, Berlin, Berlin 
400181542

22.09.2024


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 with an experience with leading large scale service operations
  • Expertise at a senior level in Financial Services/ Banking
  • Ability to operate effectively in a virtual and onsite team working environment using empowerment to create a right first time culture for colleagues and customers
  • Experience with leading large multisite teams
  • 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
  • Excellent communication and presentation skills in English and German, both written and spoken, ability to share our vision and goals
  • Experience with Leading Multisite and Multilingual Vendor Operations

Preferred qualifications, capabilities and skills

  • 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