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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 a focus on diversity and innovation.
- 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 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: 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: Ability to adapt to changing circumstances and lead others through transitions.
People Lead in Midlothian 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 Midlothian
✨Tip Number 1
Network like a pro! Reach out to current employees in the company or industry you're targeting. A friendly chat can give you insider info and might even lead to a referral—who doesn’t love a good recommendation?
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to people leadership and customer service. We suggest role-playing with a friend to get comfortable and confident in your responses.
✨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 that you’re not just tech-savvy but also innovative in your approach.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you’re genuinely interested and reinforces your enthusiasm for the role.
We think you need these skills to ace People Lead in Midlothian
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your leadership experience. We want to see how you've successfully led teams in the past and how you can bring that expertise to our dynamic environment.
Be Customer Centric: Remember to emphasise your customer-centric approach. Share examples of how you've improved customer experiences or resolved complex issues, as this aligns perfectly with our mission at StudySmarter.
Communicate Clearly: Strong communication is key! Use clear and concise language in your application. We appreciate candidates who can translate their ideas into actionable plans, so don’t hold back on showcasing your communication skills.
Embrace Digital Tools: Since we're all about digital banking, mention any experience you have with AI-assisted tools or other digital platforms. Show us how you're digitally savvy and ready to adopt new technologies to enhance productivity.
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Know Your Leadership Style
Before the interview, take some time to reflect on your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led teams in the past, especially in high-pressure environments like contact centres.
✨Showcase Your Problem-Solving Skills
Prepare to discuss real-life scenarios where you identified root causes of issues and implemented effective solutions. Highlight your ability to take ownership and drive sustainable change, as this is crucial for the People Lead role.
✨Emphasise Communication and Collaboration
Since the role involves working closely with various internal teams, be prepared to demonstrate your strong communication skills. Share examples of how you've effectively translated strategies into clear priorities and fostered collaboration among team members.
✨Be Digitally Savvy
Familiarise yourself with AI-assisted tools and digital platforms relevant to the banking sector. During the interview, express your enthusiasm for adopting new technologies and how you've used them to enhance productivity and customer experience in previous roles.