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- Tasks: Lead and develop a dynamic team delivering top-notch service in banking and investing.
- Company: Join an international consumer banking leader shaping the future of digital banking.
- Benefits: Competitive salary, flexible work hours, and opportunities for personal growth.
- Other info: Embrace a fast-paced environment with opportunities for career advancement.
- Why this job: Make a real impact by fostering a positive culture and enhancing customer experiences.
- Qualifications: Proven leadership skills and experience in high-volume contact centre operations.
The predicted salary is between 50000 - 60000 ÂŁ per year.
International Consumer Banking is recruiting a People Leader to lead a team based in Cebu. Your team will 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 be accountable for people leadership, coaching, and performance, while partnering with internal teams to continuously improve operational performance and the end-to-end customer experience. Work schedules may include evenings and weekends.
Key responsibilities
- Lead, coach, and develop a team delivering first‑class service and outcomes for customers and colleagues across Consumer Banking and Personal Investing.
- Foster an exceptional and evolving culture, ensuring the right operational foundations are in place to bring the best out of people every day.
- Optimise performance across key operational KPIs, financials and people metrics, driving colleague engagement and team outcomes.
- Work collaboratively with relevant internal teams to continuously improve operational and business performance, optimising both customer and employee experience and delivering moments of truth when they matter.
- Lead colleagues and self through ambiguity; take accountability and help the team navigate change effectively.
- Model and drive adoption of AI‑assisted tools to improve productivity, quality, and consistency—coaching colleagues on effective, responsible use.
- Be customer centric with “out of the box” thinking to support resolutions and inquiries, including complex queries that span banking and investing support.
- Identify root causes of delivery issues and own the changes that improve quality, speed, and efficiency.
- Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity.
- Drive and embody our firm’s practices on Diversity, Opportunity & Inclusion.
- Act as a brand advocate and role model to colleagues and peers; communicate vision and goals clearly.
Required qualifications, capabilities, and skills
- Leadership: Proven people leadership with strong performance management, coaching, and development capability—sets clear expectations and drives accountable outcomes.
- Contact Center: Demonstrated experience in high‑volume, multi‑channel contact centre operations (phone/chat/email/secure messaging), managing service levels, quality, escalations, and adherence in a regulated environment.
- Communication: Strong written and verbal communication/presentation skills; able to translate strategy into clear priorities and consistently share vision and goals.
- Problem Solving & Change: Data‑driven critical thinker with root‑cause problem‑solving strength; takes end‑to‑end ownership to implement sustainable change and reduce process waste.
- Digital Fluency: Digitally savvy across platforms; quick to adopt new tools.
- People‑First Mindset: Curious about people, accountable, commercially minded, and brings positive energy—demonstrates care for colleagues and customers while maintaining high standards.
- 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 and resolution paths).
- Ability to coach teams supporting banking and investment‑related customer needs.
Preferred qualifications
- Banking/financial services knowledge (including brokerage/pensions/investments exposure).
People Lead in Edinburgh employer: Jpmorgan Chase & Co.
Contact Detail:
Jpmorgan Chase & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land People Lead in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that People Lead role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and customer service. We recommend using the STAR method to structure your answers—this will help you showcase your experience effectively!
✨Tip Number 3
Showcase your digital fluency! Be ready to discuss how you've used technology to improve team performance or customer experience. We want to see how you can drive adoption of AI-assisted tools in your future role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace People Lead in Edinburgh
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your experience in leading teams and coaching others. We want to see how you've driven performance and fostered a positive culture in your previous roles.
Be Customer-Centric: In your application, emphasise your commitment to customer service. Share examples of how you've tackled complex queries and improved the customer experience—this is key for us!
Communicate Clearly: Strong written communication is essential for this role. Use clear, concise language in your application to convey your ideas and demonstrate your ability to translate strategy into actionable goals.
Embrace Digital Tools: Show us your digital fluency! Mention any experience you have with AI-assisted tools or other digital platforms that enhance productivity. We love candidates who are quick to adapt to new technologies.
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Know Your Stuff
Make sure you brush up on your knowledge of Consumer Banking and Personal Investing products. Understand the common customer inquiries and how to resolve them. This will show that you're not just a people leader but also someone who knows the ins and outs of the business.
✨Showcase Your Leadership Style
Be ready to discuss your approach to people leadership, coaching, and performance management. Share specific examples of how you've developed teams in the past and how you plan to foster an exceptional culture in this new role. They want to see your passion for leading and developing others!
✨Emphasise Agility and Adaptability
Prepare to talk about how you've navigated change in previous roles. Highlight your ability to adapt to evolving business needs and how you've led teams through ambiguity. This is crucial in a fast-paced environment, so be sure to have some solid examples ready.
✨Be Customer-Centric
Demonstrate your commitment to delivering first-class service by sharing instances where you've gone above and beyond for customers. Discuss your 'out of the box' thinking when it comes to resolving complex queries. This will show that you truly understand the importance of the customer experience.