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About the Role

Join our digital consumer banking offer Chase at our new JPMorganChase office in Berlin. We are looking for a passionate Banking Operations People Lead – Complaints to ensure high performance and create the best-in-class customer experience. You will analyze performance data, drive improvements, and ensure regulatory compliance.

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 Stakeholders from different Departments to ensure our customer will get the best-in-class Service

Requirements

• 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

Skills

• Complaint handling
• Regulatory compliance
• Performance analysis
• Team leadership
• Coaching
• Organizational skills
• Customer focus
• Solution-oriented approach
• German language proficiency
• English language proficiency
• Digital banking experience
• Fintech experience

Location

• Berlin

Work Type

• Full-time

Experience Level

• Several years of experience

About the Company

• 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.
• Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing.
• Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally.
• Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm.
• Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

Equal Opportunity

• 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.