JPMorgan Financial Assistance Operations Manager 

United Kingdom, Scotland 

506626078

Job Summary:

As a Financial Assistance Operations Manager in the Chase UK team, you will ensure our Financial Assistance framework provides excellent service and outcomes for customers in financial difficulties. You will review activities supported by internal and external teams, maintain vendor oversight, assess performance data, and provide insights to enhance customer experience. You will also support operational leadership in implementing process enhancements to maintain high standards for both customer and colleague experiences.

Job Responsibilities:

• Serve as the key point of contact with outsourced providers for queries, operational updates, MI, and escalations.
• Deliver performance insights and identify business opportunities to impact key operational KPIs.
• Support the Customer Operations Leadership Team in developing recommendations for Financial Assistance optimization.
• Drive and embed change across the function to enhance customer and colleague experiences.
• Organize and maintain Financial Assistance management meetings, including Business Review insight packs.
• Collaborate with 1st and 2nd line of defence teams to ensure colleague and customer safety.
• Operate effectively in a virtual team environment, fostering a right-first-time culture.
• Act as a subject matter expert for digital solutions, optimizing processes to improve customer experience.
• Serve as a key delegate for the Head of Financial Assistance Operations when necessary.

Required Qualifications, Capabilities, and Skills:

• Expertise in Financial Difficulties, Financial Assistance, or Collections & Recoveries.
• Experience in banking, specifically in Operational or Risk functions.
• Proven experience working with outsourced service providers or in a partner management environment.
• Proficiency in data analysis, MI reporting, and identifying data trends.
• Ability to deliver updates and feedback to key business stakeholders.
• High degree of self-motivation and initiative to drive agendas.

Preferred Qualifications, Capabilities, and Skills:

• Experience in a start-up or fast-paced environment.
• Strong communication and interpersonal skills.
• Ability to influence and collaborate with cross-functional teams.