Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide? 

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 Division Lead – Operational Excellence.

As a Division Lead – Operational Excellence within JPMorgan & Chase Co you will play a pivotal role in our dynamic team dedicated to enhancing customer experiences through innovative digital solutions. Your responsibilities will include leading multiple high-performing teams and implementing exceptional operational standards.  You will provide insight and analysis across our operation using performance data, observations, and collaborating with the operational leaders to understand the current pain points for both our customers and people.

Job responsibilities
 

Implement and maintain operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional serviceAct as subject matter expert for business policy, processes, products and solutionsCollaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teamsBuild initiatives focusing on both operational and customer journey optimization, enabling an increased performance approach across the function and ensuring high level of customer satisfactionWork together with technology and process engineering teams to design best in class business customer experiences while mitigating risksDeliver business case evidence for initiatives, identify and implement process improvement needs, utilize data-driven insights to drive decision-making and process optimization.Own performance insight and identify business opportunities impacting key KPIs Display effective decision making across the various forums that shape change and improvement across the various workstreams within customer operations and product delivery

Required qualifications, capabilities, and skills 

Minimum 5 years experience in service center industry with deep understanding of contact center best practices for quantity, quality and operational process managementSenior Leadership responsibility in handling large teams and processes with customer centric approachAbility to feedback and influence business and senior stakeholdersDigitally savvy across different mediansExperience in translation of data analysis into valuable operational insightExcellent communication and presentation skills in English and German, both written and oral

Preferred qualifications, capabilities and skills 

Experience in Financial Services, banking or another heavily regulated industryExperience working in global teams in a high growth constantly evolving companyKnowledge of AI and Large Language Model integration in Servicing ProcessesExperience with Workforce Management Tools and StandardsService Industry Standards: ISO, Six Sigma or COPC