Executive Director - Daily Banking & Lending Operations

JPMorgan Chase & Co.; Easter Howgate; On-site; GBP 150,000 - 190,000; Full time

Job summary

J.P. Morgan in Edinburgh seeks an Executive Director to lead Daily Banking & Lending Operations, guiding end-to-end delivery in a fast-paced digital environment.

You will shape a resilient operating model, partner with technology, product and control functions, and set a high-performance, inclusive culture to improve customer outcomes. You will drive end-to-end operational delivery, collaborate with risk, compliance and audit teams, and lead large multi-site teams across daily banking and

Qualifications

• Extensive senior operations leadership experience in financial services or regulated environments.
• Proven ability to lead multiple teams across locations.
• Experience across consumer lending journeys: servicing, underwriting support, arrears, financial assistance.
• Strong knowledge of operational risk, governance, controls and audit readiness.
• Ability to lead transformation programmes improving customer outcomes, quality, efficiency and risk.
• Experience delivering complex cross-functional programmes in a matrix organisation.
• Skilled in using data, reporting, and performance metrics to drive improvement.
• Clear communication with senior stakeholders and escalation of risks and decisions.
• Proven ability to develop leaders and sustain inclusive, high-performing teams.
• Experience collaborating with compliance, risk and audit teams.

Responsibilities

• Lead day-to-day delivery to meet service levels and customer outcomes.
• Drive performance across teams, locations, and journeys using metrics.
• Oversee servicing and lending decision processes for fair, compliant outcomes.
• Support customers in financial difficulty per regulatory expectations.
• Set and execute operations strategy aligned to priorities and growth.
• Evolve operating model for scalability, resilience and end-to-end accountability.
• Simplify processes to improve productivity and customer experience.
• Partner with technology, product and service teams on improvements.
• Maintain governance with clear accountability and issue remediation.
• Engage risk, compliance, audit partners for strong controls.
• Develop leaders and foster an inclusive culture of coaching and feedback.

Skills

Senior operations leadership

Leading leaders

Lending operations

Operational risk & controls

Operations strategy

Cross-functional delivery

Data & metrics

Stakeholder communication

Issue resolution

Inclusive leadership

Job description

Executive Director - Daily Banking & Lending Operations

EDINBURGH, MIDLOTHIAN, United Kingdom

• Job Identification 210783994
• Job Category Operations Management
• Business Unit Corporate Sector
• Posting Date 08/25/2026, 10:07 AM
• Locations 4-5 Lochside View, Edinburgh, City of Edinburgh, EH12 9DH, GB
• Job Schedule Full time

Job Description

Step into a senior leadership role where what you do improves customers' everyday financial lives. You will lead a large, customer-focused operations function in a fast-paced digital banking environment, setting the standard for service, quality, and operational performance. You will shape an operating model built for resilience, sustainability and growth, while strengthening risk and control outcomes. Working with partners across technology, product, and control functions, you will help us continuously improve how we serve customers.

As an Executive Director, Daily Banking & Lending Operations, you will lead end-to-end operational delivery and help shape the future of how we serve customers across daily banking and lending journeys. You will partner with us across operations, technology, product, risk, and control teams to strengthen customer outcomes, improve efficiency, and build a sustainable control environment. You will set the tone for an inclusive, high-performance culture where colleagues can grow and deliver at their best.

Job responsibilities

• Lead day-to-day operational delivery to achieve agreed service levels, quality standards, and customer outcomes.
• Drive performance across teams, locations, and customer journeys by using insights and operational metrics to improve efficiency and quality.
• Oversee daily banking and lending servicing and lending decision processes to ensure fair, consistent, and compliant outcomes.
• Strengthen support for customers in financial difficulty, and vulnerable customer considerations in line with regulatory expectations.
• Set and deliver the operations strategy to align to business priorities, customer needs, and future growth.
• Evolve the operating model to improve scalability, resilience, and end-to-end accountability.
• Simplify processes and reduce friction to improve productivity, quality, and customer experience.
• Partner with technology, product, process engineering, and service teams to design and deliver operational improvements.
• Maintain effective governance and oversight, with clear accountability, disciplined issue management, and consistent controls.
• Engage with risk, compliance, audit, and control partners to ensure strong control design and timely remediation of issues.
• Develop leaders and build an inclusive culture that supports engagement, coaching, and continuous feedback.

Required qualifications, capabilities, and skills

• Significant experience ofsenior operations leadership experience in financial services, banking, contact centre operations, or another highly regulated environment.
• Strong leadership experience of leading leaders and managing large, multi-team operations across multiple locations.
• Bring knowledge andexperience across consumer lending operational journeys, including servicing, underwriting decision support, arrears support, and financial assistance.
• Demonstratestrong knowledge of operational risk, governance, controls, and audit readiness in a regulated environment.
• Deliveroperations strategy and transformation programs that improved customer outcomes, quality, efficiency, and risk performance.
• Leadcomplex cross-functional delivery in a matrix operating model with multiple senior stakeholders.
• Applydata, operational reporting, and performance metrics to diagnose issues, set priorities, and drive measurable improvement.
• Communicateclearly to senior stakeholders, including progress updates, risks, priorities, and decisions required.
• Resolveoperational issues effectively, including conduct, control, and customer outcome risks.
• Buildinclusive, high-performing teams through coaching, clear objectives, performance management, and succession planning.
• Collaboratewith compliance, risk, and audit teams, including regulatory and internal audit engagement.

Preferred qualifications, capabilities, and skills

• Experience of leading operations in a high-growth or rapidly changing environment.
• Operating across multiple markets, locations, or jurisdictions.
• Offerfamiliarity with digital banking products, servicing models, and customer experience improvement practices.
• Contributeexperience designing or scaling operating models for new products, channels, or customer journeys.
• Proven experience delivering process simplification and automation initiatives in partnership with technology teams.
• Provideexperience building colleague capability through learning programs, accreditation, or workforce planning.
• Demonstratesuccess running multi-site operations with consistent standards, governance, and performance routines.

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 ourFAQs 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.