Divisional Lead

2 weeks ago

Edinburgh, Edinburgh, United Kingdom JPMorgan Chase Bank, N.A. Full time

We are seeking a Divisional Lead to join our team and help us shape the future of digital banking for our customers.

If you are successful we want you to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success.

You will help to foster an exceptional & unique culture.

A culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day.

You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.


Job responsibilities

  • Optimise performance across key operational KPI's, financials and people metrics, including customer and employer experience, creating those moments of truth when the really matter.
  • Work collaboratively with the relevant squad teams to continuously improve operational and business performance. Extremely comfortable with ambiguity
  • Ability to see the "big picture", joining the dots quickly of how people & culture fit into the company's overall business strategy and goals
  • Are passionate about how creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture
  • Has a point of view, can influence credibly based on experience, business knowledge, depth of insight, market and best practice
  • Effectively manage omni channel performance and drive productivity across various multiple business functions
  • Review and optimise processes and procedures to provide best in class customers and colleague experience

Required qualifications, capabilities and skills

  • Leverage their career expertise alongside a deep understanding of banking contact centres, Retail Branches and the digital service industry
  • Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care
  • Become a multichannel expert across all platforms and functions that we operate across
  • Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success
  • Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals
  • Be customer centric with a real focus on 'out of the box thinking' to support resolutions and inquiries
  • Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity

Preferred qualifications, capabilities, skills & experience

  • Banking/Financial experience
  • Contact Centre Experience
  • Digitally Savvy across different medians
  • Leadership experience (including remote teams)
  • Performance Management and Coaching
  • Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Hybrid working
ICBCareer #ChaseUKCustomerServices
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.

In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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