Head of Operations, J.P. Morgan Personal Investing, International Consumer Bank in London

Leading the Investment Operations Team (130+ FTE), you will be instrumental in driving operational excellence and transforming JPMPI’s processes and platforms. The executive will have direct oversight of JPMPI day-to-day trading, settlement operations, payments, pensions and ISA transfers, account management, customer service (via call, chat and mail), fraud and financial crime. This leader will focus on enhancing the client experience, ensuring sustainable risk and control framework, while ensuring that our operations align with strategic business objectives.

Key responsibilities

• Build and scale a best-in-class multi-product, multi-market operations function to support JPMPI's continued expansion across products, customer segments, and European markets.
• Design and implement the operating model, governance infrastructure, and operational capabilities required to support new product launches, market expansion, and business growth across multiple jurisdictions.
• Be the champion of customer outcomes—balancing growth, cost, risk and delivery speed—so the firm consistently does the right thing for customers and meets regulatory expectations (including Consumer Duty where applicable).
• Operationalise what ‘good’ looks like for the end-to-end customer experience across all markets, channels and products, and make that standard real in how the business prioritises, designs and operates.
• Lead the development of scalable operational platforms, processes, and controls that enable growth while delivering operational excellence, resilience, efficiency, and superior client outcomes.
• Lead and develop a c.130-person operations organisation across multiple locations and time zones, fostering a high-performance culture focused on execution excellence, collaboration, client service, and continuous improvement.
• Be a culture carrier across the business – ensuring strong engagement and outcomes.
• Partner closely with regulators, supervisory authorities, and internal governance bodies to ensure the business operates in line with evolving UK and EU regulatory requirements, legislative developments, and supervisory expectations.
• Drive sustainable risk, control, and oversight frameworks that enable growth while maintaining the highest standards of regulatory compliance across markets.
• Drive operational transformation through process optimisation, automation, data analytics, and AI-enabled solutions to improve scalability, efficiency, and decision-making.
• Collaborate closely with executive leadership, Product, Technology, Risk, Compliance, and Control functions to deliver strategic priorities and support ongoing product and market expansion.
• Build and maintain strong relationships with key stakeholders, including clients, partners, vendors, and regulatory bodies.
• Provide thought leadership and represent JPMPI in strategic internal and external engagements across the payments, investing, and financial services ecosystem.

Required qualifications, capabilities and skills

• Proven experience leading and scaling multi-product and/or multi-country operations within a regulated financial services, fintech, brokerage, wealth management, payments, or investment platform environment.
• Demonstrated track record of building operating models, governance frameworks, and operational capabilities to support business growth, new product launches, and expansion into new markets.
• Strong understanding of the UK and European regulatory and operating environment, with experience designing operational frameworks that are fit for purpose across multiple jurisdictions and aligned with evolving regulatory and supervisory requirements.
• Experience leading large, geographically dispersed teams across multiple locations and time zones, with responsibility for customer outcomes, risk management, governance, controls, and operational oversight.
• Experience engaging with regulators, supervisory authorities, and governance bodies within European regulatory frameworks.
• Proven ability to collaborate effectively across Product, Technology, Risk, Compliance, Controls, and Business Management functions to deliver strategic business objectives.
• Track record of driving operational transformation through process optimisation, automation, technology, and data-driven decision-making.
• Exceptional leadership, stakeholder management, influencing, and communication skills, with the ability to drive outcomes across complex organisational structures.

Preferred qualifications, capabilities and skills

• Experience within digital wealth management, brokerage, fintech, or personal investing platforms.
• Experience leading large-scale digital transformation and operational modernisation programmes.
• Bachelor's degree, MBA, or equivalent advanced qualification.