Division Lead - Operational Excellence (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 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 service
• Act as subject matter expert for business policy, processes, products and solutions
• Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams
• Build initiatives focusing on both operational and customer journey optimization, enabling an increased performance approach across the function and ensuring high level of customer satisfaction
• Work together with technology and process engineering teams to design best in class business customer experiences while mitigating risks
• Deliver 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 management
• Senior Leadership responsibility in handling large teams and processes with customer centric approach
• Ability to feedback and influence business and senior stakeholders
• Digitally savvy across different medians
• Experience in translation of data analysis into valuable operational insight
• Excellent 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 industry
• Experience working in global teams in a high growth constantly evolving company
• Knowledge of AI and Large Language Model integration in Servicing Processes
• Experience with Workforce Management Tools and Standards
• Service Industry Standards: ISO, Six Sigma or COPC

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.