Banking Operations People Lead - Complaints (all genders)
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 our digital consumer banking offer Chase at our new JPMorganChase office in the heart of Berlin. In this exciting chapter of continued growth and expansion, we're looking for a passionate Banking Operations People Lead - Complaints (all genders).
As a Banking Operations People Lead - Complaints in our Banking Operations Team you will work closely with our Banking Operations Divisional Lead and your team to make sure we are performing across all our areas and ensure to create the best-in-class customer experience.
You will analyse performance data and extract data to come up with actions to constantly improve your team performance, the customer experience and the business engagement. You will play an important role in ensuring that we are compliant with the regulatory requirements and that we act as advocates for our customer.
Job responsibilities
- Lead and develop the Banking Operations Complaints Team, ensuring high quality, timely and customer-focused complaint handling
- Own the end-to-end operational complaints from intake and classification through investigation, resolution, customer communication and closure
- Ensure compliance with applicable regulatory requirements, internal policies and defined compliant handling standards
- Manage end-to-end complaint handling, monitor KPIs, and collaborate across departments to enhance service quality
- Identify root causes and operational weaknesses and drive improvements across processes, products and customer journeys
- Collaborate with various Stakeholder from different Departments to ensure our customer will get the best-in-class Service
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Required qualifications, capabilities and skills
- Several years of experience in Banking Operations, Customer Operations, Complaints Management or comparable financial services environment
- Proven experience in leading, coaching and developing operational teams in a fast growing or changing organisation
- Sound knowledge of complaint management principles, regulatory requirements and risk considerations within the banking environment
- Strong organisational skills with the ability to manage priorities, escalations and competing operational demands
- Strong ownership mentality, customer focus and a pragmatic, solution-oriented approach
- Fluency in German
Preferred qualifications, capabilities and skills
- Fluency English, with the ability to operate confidently in an international environment
- Experience in a digital bank, fintech or other technology-driven financial services environment
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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 our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion