Executive Director - Customer Service Operations Lead - JP Morgan Personal Investing

J.P. Morgan Personal Investing, Europe’s leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK and EU financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase’s digital bank in the UK and EU, focusing on customer-centric offerings in investments and digital wealth management.

Behind every investment is a person with ambitions, motivations and values. While we know that every client is unique, they come to J.P. Morgan Personal Investing for the same reason: our straightforward and transparent approach to investing, and the trust that 150 years of J.P. Morgan heritage brings.

Our team is at the heart of this venture, focused on getting smart ideas into the hands of our clients. We are looking for people who have a curious mindset, thrive in collaborative teams, and are passionate about delivering simple, transparent and trusted client experiences. By their nature, our people are solution-oriented, commercially savvy and have a head for fintech. We work in cross-disciplinary teams to focus on specific products, projects and client journeys, and you will have the opportunity to partner across them to improve how clients are supported.

As Executive Director - Customer Service Operations Lead for J.P. Morgan Personal Investing, you will lead a client-facing servicing team supporting UK and EU investors across digital wealth, investment products and client journeys. You will be responsible for delivering excellent service outcomes, strengthening operational controls, building colleague capability and partnering with Product, Technology, Risk, Controls and broader Operations teams to improve client experience as the business grows.

• Lead, coach and develop a high-performing customer service team supporting J.P. Morgan Personal Investing clients, ensuring consistently strong service delivery and client outcomes.

• Own day-to-day servicing performance across relevant client journeys, using operational metrics, quality insight and client feedback to identify trends, resolve issues and drive continuous improvement.

• Build colleague capability across investment servicing, digital wealth journeys, complaint handling, vulnerability awareness, risk, controls and regulatory expectations.

• Partner closely with Product, Technology, Risk, Controls, Compliance and Operations colleagues to improve client journeys, simplify processes and support the safe delivery of new products, features and service enhancements.

• Act as an escalation point for complex or sensitive client matters, ensuring issues are handled with care, pace, sound judgement and appropriate governance.

• Maintain strong controls across the servicing environment, ensuring adherence to policies, procedures, conduct expectations and applicable regulatory requirements.

• Use data and insight to monitor service quality, productivity, risk indicators and client outcomes, translating findings into practical action plans.

• Support operational readiness for product, platform and journey changes, including training, communications, knowledge management and colleague adoption.

• Champion a client-first, inclusive and high-performance culture, encouraging curiosity, collaboration, accountability and continuous learning across the team.

• Contribute to workforce planning, resource management and operating model improvements to ensure the function is scalable, resilient and aligned to business growth.

Required qualifications, capabilities and skills

• Significant experience leading customer service, client servicing or operations teams within wealth management, investments, retail banking, consumer banking, fintech or another regulated financial services environment.

• Strong understanding of UK and EU investment products, digital wealth management services, client servicing expectations and the importance of clear, transparent client communications. 

• Ability to keep current on regulatory changes and investment product developments to strengthen decisioning, controls, and client communications

• Demonstrated ability to lead teams in a regulated environment, including strong knowledge of operational risk, controls, conduct, complaints, governance and regulatory adherence.

• Proven experience using service performance data, quality insight and client feedback to improve customer experience, operational efficiency and control outcomes.

• Excellent leadership, coaching and colleague development skills, with the ability to build capability, confidence and accountability across teams.

• Strong stakeholder management skills, with the ability to influence and partner effectively across Product, Technology, Risk, Compliance, Controls and Operations.

• Excellent communication and judgement, with the ability to handle complex client issues, senior stakeholder engagement and operational priorities with professionalism and pace.

Preferred qualifications, capabilities and skills

• Experience supporting or leading customer service teams within personal investing, wealth management, investment platforms or digital brokerage environments.

• Knowledge of UK and EU investments, market trends, client lifecycle servicing and relevant regulatory requirements for investment or wealth products.

• Experience leading operational readiness activity for product, platform, regulatory or client journey changes.

• Experience operating in a high-growth, transformational or matrixed environment with cross-disciplinary product, technology and operations teams.

• Relevant investment, financial planning or customer service leadership qualifications would be advantageous, including QCF Level 4 or equivalent, where applicable to the role.

• Advanced/industry credentials (e.g., RDR-compliant Level 6 such as CISI/CFA equivalent) are advantageous.

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