Divisional Lead

This is a great opportunity to bring your best self to work each day encourage develop and coach your team to provide a WOW service in a culture built for success. You will be comfortable with thinking big but starting small knowing the best ways to fuel our people power and drive exceptional performance.

As Divisional Lead you will lead a team whowill support customers across Consumer Banking and Personal Investing journeys in a dynamic fast-paced customer and colleague centric environment helping build the digital bank of the future.You will help to foster an exceptional & unique culture - a culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people helping them to live their best purposeful work life each and every day.

Chase is a leading provider of traditional and digital financial services worldwide. Personal Investing (JPM PI) is Europes leading Digital Wealth Manager who now manage over 10 billion Assets Under Management and have over 300000 investors. We operate like a start-up embedded within a leading global financial institution. We are working together in powerful partnership to ethically disrupt the financial services market in the UK.

Work schedules may include evenings and weekends.

Key responsibilities

• Model exceptional customer service continuously improve how we support customers and own end-to-end service and complaints journeys across Consumer Banking and Personal Investing.
• Bring teams togetheracross squads projects and functions to continuously improve operational and business performance delivering better outcomes.
• Create intentional cohesion and collaboration between teams and projects - Increased Chase & JPM PI involvement
• Spot whats coming next identify business needs and challenges early and take ownership to deliver solutions.
• Optimise both the customer and employee experience creating those moments of truth when they really matter
• Deliver against operational KPIs financials and people metrics while supporting sustainable team wellbeing and performance.
• Share clear updates and insights(what were learning what were changing and whats next) with leadership.
• Be comfortable with ambiguity bringing structure prioritisation and sound judgement.
• Champion an inclusive culturethat reflects our customer base and supports high performance.
• Has a point of view can influence credibly based on experience business knowledge depth of insight market and best practice
• Model and drive adoption of AI-assisted toolsto improve productivity quality and consistencycoaching colleagues on effective responsible use.

Required capabilities and skills

• End-to-end people leadership:hiring/interviewing/onboarding performance management (incl. PIPs) succession planning and building a sustainable talent pipeline aligned to the6/9/12 month business need
• Workforce & capability planning:spot team gaps early and translate them intodata-backed measurable SMART goals(capacity skills quality productivity)
• Coach-first leadership:balancecoaching vs. telling develop others through regular feedback recognition and practical support to sustain performance and colleague wellbeing
• Culture & engagement:lead by example to build a high-trust inclusive environment where people canbring themselves to work with strong motivation energy and accountability
• Customer & colleague experience focus:deep understanding ofbanking contact centres/digital service using out of the box thinking to resolve inquiries fairly and consistently
• Multi-channel operational expertise:become amulti-channelexpert across platforms/functions and drive right first time delivery (including in virtual/remote team environments)
• Clear communication of vision:strong written/oral communication and presentation skills to align teams to priorities goals and expectations
• Continuous improvement / Operational Excellence:critical thinking and root-cause problem solving tochampion and own change reducing process waste and unnecessary cost while improving outcomes
• Customer insight & knowledge-sharing:research customer behaviour convert insights into improvements and share learnings across peers and the wider team
• Brand & leadership presence:act as a consistent role model and advocate for the brand standards and ways of working
• Learning mindset:continuous self-development and active development of others to scale capability over time
• Senior stakeholder partnership:work closely with Customer Service Onboarding and Banking Operations leadership to ensureexceptional serviceas the organisation scales
• Agility & Adaptability:Exhibits agility in adapting to evolving business needs and leads change management efforts across tools systems and product developments to ensure smooth adoption and minimal disruption.

Product and knowledge expectations

• Working knowledge of Consumer Banking and Personal Investing products (e.g. digital banking journeys common customer inquiries investment knowledge product knowledge and resolution paths).
• Ability to develop and support teams servicing banking and investment-related customer needs.

Required qualifications and experience

• Banking/financial services knowledge (including brokerage/pensions/investments exposure).
• Time management & prioritisation
• Delegation
• Project / initiative delivery (idea planning execution follow-up)
• Banking / financial services experience
• Contact centre experience
• Digital fluency across channels
• Leadership experience
• Performance management & coaching
• Proficiency with browsers/tabs/windows and instant messenger tool