Global Head of Operations & Customer Experience

JPMorgan Chase; Greater London; Sur place; GBP 150 000 - 190 000; Plein temps

Résumé du poste

JPMorgan Chase in London is seeking a senior leader to head a 130+ FTE investment operations team, driving operational excellence across trading, settlements, payments, pensions, ISA transfers and client services.

The role focuses on scalable operating models, regulatory alignment, and customer outcomes, while delivering end-to-end process improvements and AI-enabled transformations across markets and product lines.

Qualifications

• Experience leading and scaling multi-product or multi-country operations in regulated financial services.
• Proven ability to design operating models, governance, and capabilities for growth.
• Strong knowledge of UK/EU regulatory environments and supervisory expectations.

Responsabilités

• Build and scale a best-in-class multi-product, multi-market operations function to support JPMPI's continued expansion across products, customer segments, and European markets.
• Design and implement the operating model, governance infrastructure, and operational capabilities required to support new product launches, market expansion, and business growth across multiple jurisdictions.
• Be the champion of customer outcomes-balancing growth, cost, risk and delivery speed-so the firm consistently does the right thing for customers and meets regulatory expectations (including Consumer Duty where applicable).
• Operationalise what 'good' looks like for the end-to-end customer experience across all markets, channels and products, and make that standard real in how the business prioritises, designs and operates.
• Lead the development of scalable operational platforms, processes, and controls that enable growth while delivering operational excellence, resilience, efficiency, and superior client outcomes.
• Lead and develop a c.130-person operations organisation across multiple locations and time zones, fostering a high-performance culture focused on execution excellence, collaboration, client service, and continuous improvement. Be a culture carrier across the business - ensuring strong engagement and outcomes.
• Partner closely with regulators, supervisory authorities, and internal governance bodies to ensure the business operates in line with evolving UK and EU regulatory requirements, legislative developments, and supervisory expectations.
• Drive sustainable risk, control, and oversight frameworks that enable growth while maintaining the highest standards of regulatory compliance across markets.
• Drive operational transformation through process optimisation, automation, data analytics, and AI-enabled solutions to improve scalability, efficiency, and decision-making.
• Collaborate closely with executive leadership, Product, Technology, Risk, Compliance, and Control functions to deliver strategic priorities and support ongoing product and market expansion.
• Build and maintain strong relationships with key stakeholders, including clients, partners, vendors, and regulatory bodies.
• Provide thought leadership and represent JPMPI in strategic internal and external engagements across the payments, investing, and financial services ecosystem.

Connaissances

Leadership

Cross-functional collaboration

Regulatory and risk oversight

Operational scaling

Data-driven decisions

Stakeholder management

Automation & tech enablement

Formation

Bachelor's degree, MBA, or equivalent

Description du poste

JPMorgan Chase in London is seeking a senior leader to head a 130+ FTE investment operations team, driving operational excellence across trading, settlements, payments, pensions, ISA transfers and client services.

The role focuses on scalable operating models, regulatory alignment, and customer outcomes, while delivering end-to-end process improvements and AI-enabled transformations across markets and product lines.