Branch Operations Lead - Austin Central/South Market - Austin, TX

Location: Austin, TX, United States

Job Family: Branch Operations Lead

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to helping our clients achieve their financial goals through innovative banking solutions. As a Branch Operations Lead in our Austin Central/South Market, you will play a pivotal role in delivering exceptional client experiences that embody our core values of hospitality and client care. Reporting to the Branch Manager, you will oversee the operational backbone of the branch, ensuring smooth day-to-day functions while fostering a high-performance team environment. This position is ideal for a seasoned operations professional passionate about financial services and community impact in the vibrant Austin, TX area. Your primary focus will be on leading branch associates to execute transactions efficiently, from deposits and withdrawals to complex account services, all while upholding JP Morgan Chase's stringent compliance standards. You will drive operational excellence by monitoring key performance indicators, implementing process improvements, and mitigating risks associated with cash handling and regulatory requirements. Additionally, you will contribute to the branch's growth by supporting sales initiatives, promoting digital banking tools, and building lasting client relationships that align with our wealth management offerings. In this role, you will embody our 'How We Do Business' principles, prioritizing ethical decision-making and inclusive practices to serve Austin's diverse population. We value leaders who thrive in dynamic retail settings and are eager to advance their careers within one of the world's most respected financial institutions. As a Branch Operations Lead, you will receive ongoing training, mentorship, and opportunities for professional growth, including pathways to higher management roles. Join JP Morgan Chase to make a meaningful difference in clients' lives while contributing to our mission of powering the progress in the Austin community.

Key Responsibilities

• Oversee daily branch operations, including teller transactions, account openings, and loan processing to ensure seamless client service
• Lead a team of branch associates, providing coaching, performance feedback, and scheduling to maintain high service standards
• Champion JP Morgan Chase's hospitality culture by delivering personalized client experiences and resolving escalations promptly
• Ensure compliance with federal and state banking regulations, conducting audits and training on fraud prevention and risk controls
• Drive branch performance metrics, such as client satisfaction scores (Net Promoter Score) and operational efficiency targets
• Collaborate with market leaders to implement sales initiatives and promote JP Morgan's wealth management and investment products
• Manage cash vault operations, reconciliations, and inventory to safeguard branch assets
• Foster a safe and inclusive environment, supporting diversity and inclusion initiatives in the Austin Central/South Market
• Monitor and report on key operational KPIs, identifying opportunities for process improvements
• Assist in community engagement events to enhance JP Morgan Chase's local presence in Austin

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in business, finance, or related field preferred
• Minimum of 3 years of experience in banking, financial services, or customer-facing operations roles
• Proven track record in branch operations, including cash handling, transaction processing, and compliance adherence
• Strong understanding of banking regulations, risk management, and anti-money laundering (AML) protocols
• Ability to lead and motivate a team in a fast-paced retail banking environment
• Excellent communication skills with the ability to build rapport with diverse clients
• Proficiency in Microsoft Office Suite and core banking systems

Preferred Qualifications

• Experience in a leadership role within a JP Morgan Chase branch or similar financial institution
• Knowledge of JP Morgan's digital banking platforms and client relationship management tools
• Certification in financial services, such as Certified Banking & Trust Operations Professional (CBTOP)
• Bilingual proficiency, particularly in Spanish, to serve Austin's diverse community
• Previous involvement in community outreach or financial literacy programs

Required Skills

• Branch operations management
• Team leadership and motivation
• Client relationship building
• Regulatory compliance and risk assessment
• Cash handling and reconciliation
• Sales and cross-selling techniques
• Problem-solving and conflict resolution
• Data analysis for performance metrics
• Proficiency in banking software (e.g., Teller Systems, CRM tools)
• Communication (verbal and written)
• Time management in high-volume environments
• Customer service excellence
• Fraud detection and prevention
• Training and coaching abilities
• Adaptability to changing financial regulations

Benefits

• Comprehensive medical, dental, and vision insurance plans with multiple coverage options
• 401(k) retirement savings plan with company matching contributions up to 5% of eligible pay
• Generous paid time off, including vacation, sick days, and parental leave
• Tuition reimbursement program for professional development and advanced degrees
• Employee stock purchase plan allowing discounted shares of JP Morgan Chase stock
• Wellness programs including gym membership reimbursements and mental health support
• Performance-based annual bonuses and long-term incentive compensation
• Flexible work arrangements and commuter benefits for Austin-based employees

JP Morgan Chase is an equal opportunity employer.