Job Description
As a Divisional Lead for Escalations within the Financial Crime Department, you will support the build-out of the Escalations function and oversee the day-to-day operations of the relationship review process. You will oversee a team of Escalations managers who are responsible for the day-to-day activity of the Escalation analysts.
You will be responsible for the financial crime related relationship reviews of customers and/or negative media related cases. You will also be responsible for the Demographics and Sanction Payments team who perform customer outreach on the back of screening alerts. You will work with key stakeholders in Compliance and Controls engaging with our various stakeholders to deliver a best in class process and support ongoing change. This role will report into the Head of LOB Escalations & Demographics.
Job Responsibilities:
- Implement Escalations function strategies and establish a comprehensive strategic roadmap for all process related functions and oversight of the Escalation end-to-end processing - ensuring all Escalations are reviewed and completed within the defined SLA - key to this will be ensuring accurate prioritization and execution of cases.
- Manage a team of Team Leaders and provided guidance and coaching on day-to-day operations and provide oversight and support to Escalation Team Leads in their role by providing clear performance targets, conducting performance reviews and develop clear career and personal development plans.
- Ensure policies and procedures for the function are up to date; work with process engineering, product and compliance teams to ensure these are regularly maintained in an ever evolving business, identifying areas for improvement and progress.
- Report to Head of Escalations and deputize when/where necessary; maintain an agreed quality percentage for Escalation cases, driving change management for integration of Firm wide standards into Escalation policy, procedures and training material updates for the Escalation function.
- Identify knowledge gaps and collaborate with management on training plans and ongoing knowledge sharing within the function, driven by root cause error analysis and promoting best practice; provide fact-based analysis on key strategic initiatives within the Escalations function and drive the day to day process with the team leads.
- Partner with Senior Management to ensure KPI's are in line with operational requirements, monitor metrics reporting, highlight concerns, propose resolution and track progress.
- Provide responses on areas identified by Audit and Regulator reviews in line with requirements stipulated by the Controls Team and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives
Required qualifications, skills and capabilities:
- Relevant extensive experience in the financial services sector or in the Financial Crime area with leadership experience including team leaders' performance management and coaching
- Previous work experience in any of the following areas or similar: Financial Crime Exits / AML / Compliance / Risk & Controls with a knowledge of Retail Products / Client Types
- Strong communication skills and the ability to develop strong partnerships with key stakeholders, proactively building and maintain relationships across the firm
- Experience in pipeline management with ability to prioritize work, create plans, and manage book of work to meet deadlines
- Proven track record of driving engagement and ensuring prioritization of our people's development and recognition in line with our values with strong experience in creating and managing training material with the ability to provide clear SME input and knowledge for audiences of all levels.
- Excellent analytical and research skills, detail oriented with a quality-focused work ethic with a strong controls mind-set with the ability to deep-dive and investigate issues to reach a successful resolution to applicable parties
- Able to demonstrate flexibility and operate in a changeable environment, being proactive and accountable
Preferred qualifications, skills and capabilities :
- Good understanding of MS office; especially competent with excel reporting
- Knowledge of reporting systems such as Tableau
- Financial Crime Qualifications (i.e. ICA Diplomas, ACAMS, etc.)
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
