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- Tasks: Lead and develop a dynamic team delivering top-notch customer service in banking.
- Company: Join a forward-thinking bank shaping the future of digital finance.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Embrace a culture of diversity and inclusion while driving team success.
- Why this job: Make a real impact by leading a team in a fast-paced, customer-focused environment.
- Qualifications: Proven leadership skills and experience in contact centre operations.
The predicted salary is between 50000 - 70000 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 firms 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 center 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; and 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: JPMorganChase
Contact Detail:
JPMorganChase 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 performance management. We suggest 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 leverage AI-assisted tools to drive results.
✨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: 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 service skills. We’re looking for someone who can think outside the box to solve complex queries, so share examples of how you've done this before!
Communicate Clearly: Strong written communication is key for this role. Make sure your application is clear and concise, reflecting your ability to translate strategy into actionable goals—just like we do at StudySmarter!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the People Lead position. We can’t wait to hear from you!
How to prepare for a job interview at JPMorganChase
✨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 leadership approach. Think about examples where you've successfully coached and developed a team. Highlight how you foster a positive culture and drive performance, as this role is all about leading by example and creating an engaging environment.
✨Emphasise Problem-Solving Skills
Prepare to share specific instances where you've tackled complex issues in a contact centre setting. Use data-driven examples to illustrate how you identified root causes and implemented sustainable changes. This will demonstrate your critical thinking and ownership of outcomes.
✨Be Customer-Centric
During the interview, convey your passion for delivering exceptional customer experiences. Share stories that highlight your 'out of the box' thinking when resolving customer queries. This will resonate well with the company's focus on being customer-centric and improving overall service quality.