Head of Daily Banking

**JOB DESCRIPTION**
JPMorgan Chase & Co. is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through dJPMorgan 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.

Join us at JPMorgan & Chase Co. at our newest European hub for Chase bank, located in the heart of Berlin. In this exciting chapter of continued growth and expansion for Chase, we’re looking for a passionate Head of Everyday Banking (all genders).

As a Head of Daily Banking (all genders) within JPMorgan & Chase Co., you will play a pivotal role in crafting the customer experience strategy in an innovative and dynamic setting. Your responsibilities will include collaborating closely with our technology, product, and process engineering teams, and leading a committed team to provide outstanding customer experiences. This role presents a distinctive opportunity to shape the customer experience strategy in a vibrant and creative environment.

**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
- 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

ICBCAREER

**ABOUT US**

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 disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

**ABOUT THE TEAM**

Our professionals in