JPMorgan Operational Excellence Manager Complaints Assurance - Associate 

United Kingdom, Scotland 

774181060

You will lead a team of analysts and be tasked with identifying opportunities to optimise change and performance by fostering a “test, measure, learn” culture, particularly in the area of complaints management.

Job Responsibilities:

• Develop and implement initiatives focusing on both operational and customer journey optimisation, with a strong emphasis on improving complaints handling processes, in line with Head of and Divisional Lead accountabilities (e.g., Everyday Banking / Banking Operations and Fraud Operations).
• Deliver business case evidence for initiatives and connect smaller tasks/problem resolution to overall objectives and resolutions, with a focus on reducing complaint volumes and improving resolution times.
• Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received by the operational teams, enabling leaders to focus on their people and customer satisfaction.
• Work in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans related to complaints management are agreed upon and signed off.
• Own performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs, including customer satisfaction and complaint resolution metrics.
• Based on performance insight, deliver a change and improvement programme that will be a mix of People, Process, and Platform Improvements, delivering operational excellence, efficiency, and improved experiences for specialists and customers.
• Build out Monthly Business Review insight packs, in line with Functional key messages for senior audiences, with a focus on complaints trends and resolutions.
• Lead a team of Ops Excellence Analysts, delivering a programme of initiatives across customer operations while coaching and developing the capability of the team, particularly in complaints management.
• Display effective decision-making across the various product cabinets and forums that shape change and improvement across the various workstreams within customer operations and product delivery, with a focus on enhancing the complaints process.

Required Qualifications, Capabilities, and Skills

• Banking/Financial Services experience within a contact centre environment, with a focus on complaints management.
• Leadership experience, including coaching and developing a team in complaints handling.
• Understanding of contact centre operations, including contact channel development, with a focus on reducing complaint volumes.
• Experience in change management, including running a backlog of team activities and prioritising activity for that period based on business benefit, particularly in complaints resolution.
• Experience in reporting, analysis, and insight of data trends, with a focus on complaints data.
• Experience in translating data analysis into valuable operational insight, particularly in complaints management.
• Experience in turning operational insight into robust process improvement programmes, with a focus on complaints handling.
• Ability to feedback and influence business and senior stakeholders, particularly in the area of complaints management.

Preferred Qualifications, Capabilities, and Skills

• Understanding of processes for the key functional area you will be part of, with a focus on complaints assurance.
• Familiarity with JIRA as a tool for project management, particularly in tracking complaints-related projects.
• Awareness and understanding of the “model office” approach to piloting new initiatives, especially in complaints management.