Division Lead Daily Banking - Process Management (all genders)

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Division Lead Daily Banking - Process Management (all genders), Berlin

Location: Berlin, Germany

Job Category: Other

EU work permit required: Yes

Job Reference: 2c5be71d9a07

Job Views: 3

Posted: 18.05.2025

Expiry Date: 02.07.2025

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 Daily Banking - Process Management.

As a Division Lead Daily Banking - Process Management 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 implementing operational standards and providing insights through performance data analysis, collaborating with operational leaders to address pain points for customers and staff.

Job Responsibilities:

• Implement and maintain operational excellence across the teams, ensuring a customer experience that is unique, fair, transparent, and consistent, enabling exceptional service delivery.
• Act as a subject matter expert for business policies, processes, products, and solutions.
• Collaborate with stakeholders across functions and the wider business to ensure successful adoption of the change roadmap by operational teams.
• Develop initiatives focusing on operational and customer journey optimization to improve performance and customer satisfaction.
• Partner with technology and process engineering teams to design best-in-class customer experiences while mitigating risks.
• Provide business case evidence for initiatives, identify process improvements, and utilize data-driven insights for decision-making and optimization.
• Own performance insights and identify business opportunities impacting KPIs.
• Make effective decisions in various forums shaping change and improvements across customer operations and product delivery.

Required Qualifications, Capabilities, and Skills:

• Minimum 5 years of experience in the service center industry, with a deep understanding of contact center best practices for quantity, quality, and operational process management.
• Experience managing teams and processes with a customer-centric approach.
• Ability to influence business and senior stakeholders through feedback and communication.
• Digitally savvy across various media platforms.
• Experience translating data analysis into operational insights.
• Excellent communication and presentation skills in English and German, both written and oral.

Preferred Qualifications, Capabilities, and Skills:

• Experience in financial services, banking, or other heavily regulated industries.
• Experience working in global teams within high-growth, evolving companies.
• Knowledge of AI and Large Language Model integration in servicing processes.
• Experience with Workforce Management tools and standards.
• Knowledge of industry standards such as ISO, Six Sigma, or COPC.