Head of Everyday Banking

JPMorgan Chase & Co. is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through delightful interactions with digital products and experiences. We believe that engaging, relevant and contextual content is at the heart of personalized customer experiences.

**Role And Responsibilities**:
We are seeking an experienced **Lead for Everyday Banking**. It is expected that this role will involve:

- Highly customer centric and leading the team by setting right examples
- Building and Leading a high performing business operations function, delivering exceptional service experience on a day by day basis
- Have the ability to 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
- Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity
- Maintaining cross product operational standards and consistency
- Collaborating with technology and process engineering teams to design best in class business customer experiences while mitigating risks
- Involve in new project initiatives aligned with strategic goals
- Extensive stakeholder management working with global teams to ensure we deliver 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

**Minimum Skills, Experience and Qualifications**
- At least 5 years relevant expertise at a senior level in Financial Services banking or another heavily regulated industryExperience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business
- Leadership experience handling large teams and processes
- Have excellent communication and presentation skills in English and German, both written and oral, ability to share our vision and goals
- Experience of directly leading an Everyday Banking function with a best place to work culture
contact center teams

**Additional Skills, Experience and Qualifications**
- Digitally savvy across different medians
- Have a highly successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success
- Enjoys working in environment with high ambiguity
- Be an advocate of our brand and lead and act as a role model to all colleagues and peers
- Strong knowledge of banking regulations, lending policies, procedures and products
- Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience

**We offer**:

- Supportive environment to combine work and family requirements: flexible work arrangements, plus special support for working parents in emergency situations with free emergency childcare services and our very own parent-child office
- Financial stability: competitive salaries, pension provisions via the BVV and our very own pension plan as well as an accident insurance
- Personal wellbeing: a range of offers available - from on-site medical checks and vaccinations to educational sessions and a subsidised in-house canteen, plus the option to increase your vacation entitlement to more than the standard 30 days pa
- Create a workspace where you can be yourself: you can get involved in our local philanthropic agenda, join employee networking groups and the JPM Club for social activities
- Build your career: benefit from our bespoke mentoring programme and a broad range of learning and development offerings

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or