Job Description

Lead a customer-first Operations team at JPMorganChase to deliver precise, time-sensitive transfer outcomes while modernizing workflows through automation and continuous improvement.

As an Operations Associate within International Consumer Bank Operations, you will lead a UK-shift team responsible for transfer and withdrawal processing, ensuring procedures, service levels, and control standards are consistently met. You will run daily execution through capacity planning, queue health management, and timely escalations while sustaining an excellent customer experience. You will partner with internal stakeholders and external vendors to resolve issues and drive measurable automation and process improvements that reduce manual effort and turnaround times.

Job Responsibilities :

• Lead daily execution for transfer and withdrawal processing to meet SLAs, procedures, and control standards.
• Manage capacity planning, queue health, task prioritization, and end-to-end handoffs to ensure consistent coverage.
• Oversee verification, quality checks, and reconciliations to maintain data integrity and operational risk discipline.
• Own exception and break management by identifying delays/risks, driving root-cause actions, and ensuring audit-ready escalations.
• Enhance customer outcomes by improving responsiveness, transparency, and quality of transfer completion.
• Partner with internal stakeholders and external vendors to resolve operational issues effectively under time pressure.
• Drive automation and continuous improvement by identifying opportunities, defining requirements, tracking delivery, and measuring benefits.
• Coach team members through onboarding, training, feedback, and performance management to build a high-performing culture.
• Produce and review operational reporting (KPIs, queue aging, quality and rework trends) and communicate status to stakeholders.

Required qualifications, skills, and capabilities :

• 10+ years of experience in Operations, service delivery, or process-driven environments with strong execution discipline in time-sensitive workflows.
• 3+ years of people management experience leading teams of 6+ with proven coaching, feedback, and performance management capability.
• Demonstrated leadership in transfer-processing or workflow-based operations, including exception handling, reconciliations, and control adherence; cash and asset processing exposure.
• Proven delivery of automation and measurable performance improvement outcomes, strong Microsoft 365 capability (Excel, PowerPoint), and ability to work full-time from the Bengaluru office in UK shift hours.

Preferred qualifications, skills, and capabilities :

• Experience transitioning or scaling operational functions, embedding training, documenting SOPs, implementing controls, and consistently meeting SLAs.
• Experience with Equisoft or similar transfer-processing platforms.
• Familiarity with Salesforce or similar CRM/workflow tools.
• Knowledge of ISAs and relevant investment products/account types; exposure to analytics/automation tooling (Alteryx, Tableau, Power Automate, VBA, scripting/low-code) and KPI dashboard routines.