Banking Operations People Lead - Complaints (all genders)

Job Description

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 Banking Operations People Lead who will analyse performance data and provide insight to help us improve our overall performance, customer experience and business engagement.

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 

• Be an expert for all Complaints related queries and support your team with your expert knowledge
• Create and lead a high performing Banking Operations Team
• Act as a cultural leader
• Show passion about leading people and their personal development
• Track your Teams KPI and ensure that your Team exceeds their goals
• Collaborate with various Stakeholder from different Departments to ensure our customer will get the best in class Service

Required qualifications, capabilities, and skills 

• Relevant experience in the German Banking Landscape
• Extensive knowledge in regards to Complaints handling (including BaFin and Ombudsman Complaints)
• Advanced regulatory knowledge (including timelines and regulatory requirements in regards to Complaints handling)
• Fluent in German / English

Preferred qualifications, capabilities and skills

• Leadership experience
• Change Management and Process improvement experience
• Performance Management und Coaching experience

 

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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.