Branch Operation Lead - North Amherst - Amherst, NY

Location: Amherst, NY, United States

Job Family: Branch Operations Lead

About the Role

At JPMorgan Chase, we are committed to fostering a culture of inclusion and innovation in the financial services industry. As a Branch Operations Lead in our North Amherst branch located in Amherst, NY, you will play a pivotal role in delivering exceptional client experiences while ensuring seamless day-to-day operations. This position embodies our core values of hospitality and client care, where you will lead a team to provide top-tier service to a diverse community, helping clients achieve their financial goals through personalized banking solutions. Your leadership will drive operational excellence, compliance, and growth in a dynamic retail banking environment. In this role, you will oversee all aspects of branch operations, from transaction processing and cash management to team supervision and client interactions. You will coach and develop staff to meet performance targets, resolve complex customer issues, and promote JPMorgan Chase's wide array of products, including deposit accounts, credit solutions, and wealth management services. By maintaining strict adherence to regulatory standards such as those set by the FDIC and OCC, you will safeguard the branch against risks while contributing to the firm's reputation as a trusted financial partner. Collaboration with regional leaders will be key to executing strategic initiatives that enhance client satisfaction and branch profitability. We seek a proactive leader passionate about financial services and community impact. The ideal candidate thrives in a fast-paced setting, balancing operational demands with a client-first approach. Joining JPMorgan Chase means becoming part of a global leader with unparalleled resources for professional growth. This opportunity in Amherst, NY, offers a chance to advance your career while making a meaningful difference in clients' lives through responsible banking practices.

Key Responsibilities

• Oversee daily branch operations, including cash handling, transaction processing, and vault management to ensure accuracy and security
• Lead a team of tellers and operations staff, providing coaching, performance feedback, and scheduling to maintain high service standards
• Deliver exceptional client experiences by greeting customers, addressing inquiries, and promoting JPMorgan Chase products like checking accounts, loans, and investment services
• Ensure compliance with federal and state banking regulations, conducting regular audits and training staff on anti-money laundering (AML) and know-your-customer (KYC) protocols
• Monitor branch performance metrics, such as client satisfaction scores and operational efficiency, and implement improvements to drive business growth
• Collaborate with branch managers and regional teams to execute sales initiatives and community outreach programs in the North Amherst area
• Handle escalated client issues, resolving disputes related to accounts, transactions, or services while upholding JPMorgan Chase's commitment to hospitality
• Maintain a safe and secure branch environment, including fraud prevention measures and emergency response procedures
• Support digital transformation efforts by assisting clients with online banking enrollment and mobile app usage

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in finance, business administration, or related field preferred
• Minimum of 3-5 years of experience in branch banking operations, retail banking, or financial services
• Proven track record in leading teams and managing daily branch operations
• Strong knowledge of banking regulations, compliance standards, and risk management practices
• Excellent customer service skills with experience in resolving client issues in a fast-paced environment
• Proficiency in banking software and Microsoft Office Suite
• Ability to work flexible hours, including weekends, to meet branch needs

Preferred Qualifications

• Previous supervisory experience in a JPMorgan Chase branch or similar financial institution
• Certification in banking operations or financial services (e.g., Certified Bank Manager)
• Bilingual proficiency in English and Spanish to serve diverse client base in Amherst, NY
• Experience with digital banking tools and client relationship management systems

Required Skills

• Leadership and team management
• Customer service excellence
• Banking operations and transaction processing
• Regulatory compliance and risk assessment
• Cash handling and vault security
• Sales and relationship building
• Problem-solving and conflict resolution
• Communication (verbal and written)
• Proficiency in core banking systems (e.g., TellerNet, Finacle)
• Microsoft Office Suite (Excel, Word, Outlook)
• Time management and multitasking
• Attention to detail and accuracy
• Adaptability to changing priorities
• Knowledge of financial products and services
• Fraud detection and prevention

Benefits

• Comprehensive medical, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with company matching up to 5% of eligible compensation
• Generous paid time off, including vacation, sick days, and paid holidays
• Tuition reimbursement program for professional development and advanced degrees
• Employee stock purchase plan offering discounted JPMorgan Chase shares
• Wellness programs including gym memberships, mental health support, and financial wellness coaching
• Parental leave benefits with up to 16 weeks of paid time off
• Access to on-site childcare discounts and flexible work arrangements where applicable

JP Morgan Chase is an equal opportunity employer.