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JPMorgan Vice President - Fraud Financial Crime Operations Strategy Delivery 
United Kingdom, Scotland 
346498892

07.09.2024

If you would like to be in the heart of digital transformation, this role would be a fit for you.

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 the stakeholders 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