Documentation Lead (Customer Ops Procedure Management)
Location
Midlothian, Scotland | United Kingdom
Job description
Job Description
JPMorgan Chase & Co. is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through delightful interactions with digital products and experiences. Our team is at the heart of driving this transformation, focused on developing innovative offerings that put the customer at the centre. We believe that engaging, relevant and contextual content is at the heart of personalized customer experiences. We’re also committed to designing content for reuse in a way that’s measurable and consistent.
We are seeking candidates who want to be part of building digital products and services across the globe in a start-up atmosphere, backed by one of the leading financial services providers worldwide. Join us, as we embark on this exciting chapter in the continued growth of our business. Culture is important to us and we are looking for intellectually curious, honest, passionate, and hungry individuals who are motivated to use and expand their skills, while working on a new and exciting venture.
As a Customer Ops Procedure Management Lead you will be responsible for understanding the customer journey process defined by our design teams, familiarizing with the build and draft the procedures, knowledge articles, how to guides, FAQ documents delivered as part of the process. You will be primarily involved in team management, process management and ensuring the project goals are objectively met. The role involves to co-ordinate with multiple stakeholders to extract the inputs required to draft the documents, review with relevant stakeholders and get the sign-off.
Job responsibilities
- Establishes/Creates/maintains procedures & job articles for day to day BAU activities within knowledge bank
- Conducts gap analysis on any new regulations or changes within any regulations alongside procedures and ensure to update the same in centralized knowledge bank
- Collaborates with process engineers (design team) and customer service teams, subject matter experts to establish the need and terms of procedural changes
- Proactively communicates and collaborates with external and internal customers to analyse information needs and requirements
- Has the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
- Acts as subject matter expert for best in class digital business policy, processes, products and solutions
- Collaborates with technology, operations and process engineering teams to design best in class service delivery while mitigating risks
- Involves in new project initiatives aligned with strategic goals
- Manages stakeholders working with global teams to ensure we deliver exceptional service at all times
- Manages the workforce requirements / headcounts and meet the on-going demand
- Works collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience
Required qualifications, capabilities, and skills
- Vast expertise in documentation mgmt./ record keeping, content management
- Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business
- Leadership experience handling large teams / processes and global locations
- Successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success
- Excellent communication and presentation skills, both written and oral, ability to share our vision and goals.
- Enjoys working in environment with high ambiguity
- Strong knowledge of banking regulations, policies, procedures and products
- Strong analytical and time management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
- Organizational skills and ability to handle working within strict timelines
- High level of professionalism in leading groups and process improvement initiatives
- Experience in using enterprise-wide requirements definition and management systems and methodologies
Preferred qualifications, capabilities, and skills
- German Language skills proficiency
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About Us
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. 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. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
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