Documentation Lead

vor 1 Monat

Berlin, Deutschland JPMorgan Chase & Co. Vollzeit

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 delightful interactions with digital products and experiences. Our team is at the heart of driving this transformation, focused on developing innovative offerings that put the customer at the centre. We believe that engaging, relevant and contextual content is at the heart of personalized customer experiences. We’re also committed to designing content for reuse in a way that’s measurable and consistent.
 

We are seeking candidates who want to be part of building digital products and services across the globe in a start-up atmosphere, backed by one of the leading financial services providers worldwide. Join us, as we embark on this exciting chapter in the continued growth of our business. 
 

Culture is important to us and we are looking for intellectually curious, honest, passionate, and hungry individuals who are motivated to use and expand their skills, while working on a new and exciting venture.

Job Description:

As a Documentation Lead / Customer Ops procedure Manager (all genders) you will be responsible to understand the customer journey process defined by our design teams, familiarize with the build and draft the procedures, knowledge articles, how to guides, FAQ documents delivered as part of the process. You will primarily be involved in team management, process management and ensuring the project goals are objectively met. The role involves to co-ordinating with multiple stakeholders to extract the inputs required to draft the documents, review with relevant stakeholders and get the sign-off. 

Job Responsibilities:

Establish, create and maintain procedures & job articles for day to day activities within knowledge bank Conduct gap analysis on any new regulations or changes within any regulations alongside procedures and ensure to update the same in centralized knowledge bank Collaborate with process engineers and customer service teams, subject matter experts to establish the need and terms of procedural changes, as well as with external and internal customers to analyse information needs and requirements  Acting as subject matter expert for best in class digital business policy, processes, products and solutions 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 Manage the workforce requirements / headcounts and meet the on-going demand

  Required Qualifications:

German Language proficiency  Relevant expertise in documentation management and record keeping, content management Experience working in a high growth company with a start-up environment Leadership experience handling large teams / processes and global locations, as well as successfully building and maintaining a strong operational culture as a force driving people, customer & business success Have excellent communication and presentation skills, both written and oral Strong knowledge of banking regulations, policies, procedures and products Strong analytical and time management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements

Preferred Qualifications:

Demonstrate organizational skills and ability to handle working within strict timelines Experience in using enterprise-wide requirements definition and management systems and methodologies 

#ICBCAREER

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