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 Banking Operations People Lead who will analyse performance data and provide insight to help us improve our overall performance, customer experience and business engagement.

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 

Be an expert for all Complaints related queries and support your team with your expert knowledgeCreate and lead a high performing Banking Operations Team Act as a cultural leader Show passion about leading people and their personal development Track your Teams KPI and ensure that your Team exceeds their goals Collaborate with various Stakeholder from different Departments to ensure our customer will get the best in class Service 

Required qualifications, capabilities, and skills 

Relevant experience in the German Banking Landscape Extensive knowledge in regards to Complaints handling (including BaFin and Ombudsman Complaints) Advanced regulatory knowledge (including timelines and regulatory requirements in regards to Complaints handling) Fluent in German / English 

Preferred qualifications, capabilities and skills

Leadership experienceChange Management and Process improvement experiencePerformance Management und Coaching experience 

 

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