Banking Operations People Lead - Complaints (all genders)

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 our digital consumer banking offer Chase at our new JPMorganChase office in the heart of Berlin. In this exciting chapter of continued growth and expansion, we’re looking for a passionate Banking Operations People Lead – Complaints (all genders).

As a Banking Operations People Lead – Complaints in our Banking Operations Team you will work closely with our Banking Operations Divisional Lead and your team to make sure we are performing across all our areas and ensure to create the best-in-class customer experience.

You will analyse performance data and extract data to come up with actions to constantly improve your team performance, the customer experience and the business engagement. You will play an important role in ensuring that we are compliant with the regulatory requirements and that we act as advocates for our customer.

Job responsibilities

• Lead and develop the Banking Operations Complaints Team, ensuring high quality, timely and customer-focused complaint handling

• Own the end-to-end operational complaints from intake and classification through investigation, resolution, customer communication and closure

• Ensure compliance with applicable regulatory requirements, internal policies and defined compliant handling standards

• Manage end-to-end complaint handling, monitor KPIs, and collaborate across departments to enhance service quality

• Identify root causes and operational weaknesses and drive improvements across processes, products and customer journeys

• Collaborate with various Stakeholder from different Departments to ensure our customer will get the best-in-class Service

Required qualifications, capabilities and skills

• Several years of experience in Banking Operations, Customer Operations, Complaints Management or comparable financial services environment

• Proven experience in leading, coaching and developing operational teams in a fast growing or changing organisation

• Sound knowledge of complaint management principles, regulatory requirements and risk considerations within the banking environment

• Strong organisational skills with the ability to manage priorities, escalations and competing operational demands

• Strong ownership mentality, customer focus and a pragmatic, solution-oriented approach

• Fluency in German

Preferred qualifications, capabilities and skills

• Fluency English, with the ability to operate confidently in an international environment

• Experience in a digital bank, fintech or other technology-driven financial services environment

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