Head of Everyday Banking

vor 6 Monaten

Berlin, Deutschland JPMorgan Chase & Co. Vollzeit

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.

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 the Head of Everyday Banking (all genders) within JPMorgan & Chase Co., you will play a pivotal role in defining the customer experience strategy in a fast-paced, innovative environment. Your responsibilities will include working closely with our technology, product, and process engineering teams, leading a committed team to provide exceptional customer experiences. This role provides a unique opportunity to shape the customer experience strategy in a vibrant and creative setting.
 


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 Act as subject matter expert for best in class digital business policy, processes, products and solutions 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 and leading the team by setting right examples with relevant expertise at a senior level in Financial Services banking or another heavily regulated industry Ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers 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 Have excellent communication and presentation skills in English and German, both written and oral, ability to share our vision and goals

Preferred qualifications, capabilities and skills

Strong knowledge of banking regulations, lending policies, procedures and products 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

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