Operations Manager/Senior Manager

3 weeks ago

United Kingdom JPMorgan Chase & Co. Full time

Job Schedule Full time
Provide insight and analysis across our operation ensuring the business function is performing well and change is embedded.
The Operational Excellence Manager is a challenging and exciting mix of ensuring the business function is performing well and change is embedded. You will lead a team of analysts and be tasked with finding opportunities to optimize change and performance by leading a “test, measure, learn” culture.
As an Operational Excellence Manager within the Everyday Banking department you will provide insight and analysis across our operation. You’ll do this using performance data, observations, and collaborating with the operational leaders to understand the current pain points for both our customers and people. You wll demonstrate an ability to think both at a strategic and tactical level, flexing to your audience, collaborating with colleagues at all levels in the business and be the voice of the operation when it comes to change delivery. Through your team you will build business cases and lead a “test, measure, learn” culture through the function, developing ideas, running pilots and delivering campaigns for the wider business. Ability to build initiatives focussing on both operational and customer journey optimisation, enabling an increased performance approach across the function, in line with Head of and Divisional Lead accountabilities e.g. Everyday Banking / Banking Operations and Fraud Operations
Deliver business case evidence for initiatives and be able to connect smaller tasks/problem resolution to overall OKRs
Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams, enabling the leaders to focus on their people and working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off
Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences and wwning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs
Based on the performance insight deliver a change and improvement programme that will be a mix of People, Process and Platform Improvements delivering operational excellence, efficiency and improved experiences for specialists and customers
Banking/Financial experience within a contact centre environment
Experience in change management, including running a backlog of team activities and priorities activity for that period based on business benefit
Experience of reporting, analysis and insight of data trends and in translation of data analysis into valuable operational insight
Feedback and influence business and senior stakeholders
Familiarity with JIRA as a tool for project management
Awareness and understanding of “model office” approach to piloting new initiatives
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 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 ourFAQs for more information about requesting an accommodation.
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.
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