JPMorgan Personal Investing, Europe's leading Digital Wealth Manager with over £7 billion Assets Under Management and 260,000+ global investors, operates with the agility of a start‑up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase's digital bank in the UK, focusing on customer‑centric offerings in investments and digital wealth management.
Job responsibilities
* Lead day‑to‑day team operations, including coaching, timekeeping, recognition, performance management, and disciplinary actions when needed.
* Create an engaging, inclusive employee experience and a culture where people feel supported to do their best work.
* Lead support for brokerage service inquiries across core topics such as corporate actions, security pricing and quotes, fees and charges, and trade economics.
* Guide the team on client inquiries related to tradable instruments and product eligibility, including equities, EFTs and mutual funds.
* Handle client escalations, complaints and complex service inquiries with professionalism and empathy through to resolution.
* Conduct call observations and quality reviews to improve service delivery and client outcomes.
* Develop employees through regular coaching and career development conversations.
* Recruit and onboard new team members through structured interviewing and onboarding support.
* Schedule strategically and provide real‑time floor support to meet service levels and operational needs.
* Resolve issues through research, investigation, and follow‑through with appropriate partners.
* Drive process improvements and projects while maintaining a strong risk and controls environment. Build and strengthen partnerships across the firm to improve client experience and operational performance.
Required qualifications, capabilities and skills
* Demonstrated business and investment knowledge, including knowledge of investment products.
* Extensive financial services experience with brokerage and self‑directed investing exposure.
* Proven ability to partner, network, and influence stakeholders to drive outcomes.
* Strong capability to motivate, coach, and develop employees at individual and team levels.
* Ability to manage multiple priorities in a fast‑paced environment and adapt quickly to change.
* Consistent risk mindset and strong compliance record while delivering results with proper risk management.
* Strong communication skills with a highly professional presence, including presenting information clearly.
Preferred qualifications, capabilities and skills
* Experience leading quality assurance and coaching programs.
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