Financial Assistance Operations Manager

Job Description
Are you ready to make a significant impact in the financial services industry?
Job Summary:
As a Financial Assistance Operations Manager in the Chase UK team, you will ensure our Financial Assistance framework provides excellent service and outcomes for customers in financial difficulties. You will review activities supported by internal and external teams, maintain vendor oversight, assess performance data, and provide insights to enhance customer experience. You will also support operational leadership in implementing process enhancements to maintain high standards for both customer and colleague experiences.
Job Responsibilities:

• Serve as the key point of contact with outsourced providers for queries, operational updates, MI, and escalations.
• Deliver performance insights and identify business opportunities to impact key operational KPIs.
• Support the Customer Operations Leadership Team in developing recommendations for Financial Assistance optimization.
• Drive and embed change across the function to enhance customer and colleague experiences.
• Organize and maintain Financial Assistance management meetings, including Business Review insight packs.
• Collaborate with 1st and 2nd line of defence teams to ensure colleague and customer safety.
• Operate effectively in a virtual team environment, fostering a right-first-time culture.
• Act as a subject matter expert for digital solutions, optimizing processes to improve customer experience.
• Serve as a key delegate for the Head of Financial Assistance Operations when necessary.

Required Qualifications, Capabilities, and Skills:

• Expertise in Financial Difficulties, Financial Assistance, or Collections & Recoveries.
• Experience in banking, specifically in Operational or Risk functions.
• Proven experience working with outsourced service providers or in a partner management environment.
• Proficiency in data analysis, MI reporting, and identifying data trends.
• Ability to deliver updates and feedback to key business stakeholders.
• High degree of self-motivation and initiative to drive agendas.

Preferred Qualifications, Capabilities, and Skills:

• Experience in a start-up or fast-paced environment.
• Strong communication and interpersonal skills.
• Ability to influence and collaborate with cross-functional teams.

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.
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.