Branch Operations Lead - Cleveland West - North Ridgeville, OH

Location: North Ridgeville, OH, United States

Job Family: Branch Operations Lead

About the Role

At JPMorgan Chase, we are committed to fostering a culture of excellence and client-centric hospitality in our financial services operations. As a Branch Operations Lead in our Cleveland West branch located in North Ridgeville, OH, you will play a pivotal role in delivering seamless banking experiences to our diverse clientele. This position involves leading operational teams to ensure efficient transaction processing, robust compliance, and superior service standards that align with JPMorgan Chase's global reputation for trust and innovation in the financial industry. You will embody our core values by creating welcoming environments where clients feel valued, supported, and empowered in their financial journeys. Your primary focus will be on overseeing day-to-day branch activities, including cash management, teller supervision, and quality control measures to minimize risks and errors. Collaborating closely with branch leadership, you will drive operational excellence by implementing best practices, training staff on JPMorgan Chase's proprietary systems, and monitoring key performance indicators. In this role, you will also support sales efforts by facilitating client interactions for products like checking accounts, mortgages, and investment services, all while adhering to stringent regulatory frameworks such as those set by the FDIC and OCC. This hands-on leadership position requires a blend of technical banking knowledge and interpersonal skills to motivate teams and resolve complex client issues efficiently. JPMorgan Chase offers a dynamic work environment with opportunities for career growth in one of the world's leading financial institutions. Joining our team means access to cutting-edge resources, ongoing professional development, and the chance to contribute to initiatives that impact millions of clients. If you are passionate about operations in financial services and thrive in a collaborative, high-energy setting, this Branch Operations Lead role provides the platform to advance your career while making a tangible difference in the Cleveland West community.

Key Responsibilities

• Oversee daily branch operations to ensure seamless transaction processing and compliance with JPMorgan Chase standards
• Lead a team of tellers and operations staff, providing coaching, training, and performance feedback
• Deliver exceptional client experiences by resolving inquiries, addressing concerns, and promoting JPMorgan Chase's hospitality commitment
• Manage cash vault operations, including balancing, reporting, and security protocols
• Conduct quality assurance reviews on transactions and operational processes to mitigate risks
• Collaborate with branch managers to support sales initiatives and client acquisition goals
• Ensure adherence to federal and state banking regulations, including anti-money laundering (AML) and know-your-customer (KYC) requirements
• Monitor branch metrics, such as service levels and operational efficiency, and implement improvements
• Facilitate client onboarding for new accounts, loans, and investment products
• Handle escalated client issues and coordinate with internal teams for resolution

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in finance, business administration, or related field preferred
• Minimum of 3 years of experience in branch banking operations or financial services
• Proven track record in delivering exceptional client service in a retail banking environment
• Strong understanding of banking regulations, compliance standards, and risk management practices
• Experience with cash handling, transaction processing, and operational controls
• Ability to lead and motivate a team in a fast-paced branch setting
• Proficiency in banking software and Microsoft Office Suite

Preferred Qualifications

• Certification in banking operations or financial services (e.g., ABA Certificate in Bank Operations)
• Previous supervisory experience in a JPMorgan Chase branch or similar financial institution
• Knowledge of JPMorgan Chase's core systems and client relationship management tools
• Bilingual proficiency in English and Spanish to serve diverse client bases
• Experience in sales support and cross-selling financial products

Required Skills

• Exceptional client service and hospitality skills
• Leadership and team management abilities
• Proficiency in financial transaction processing
• Knowledge of banking compliance and regulatory requirements
• Cash handling and reconciliation expertise
• Risk assessment and operational control skills
• Strong communication and interpersonal abilities
• Problem-solving and conflict resolution
• Familiarity with core banking systems (e.g., teller platforms)
• Analytical skills for performance metrics and reporting
• Time management in a high-volume environment
• Attention to detail for accuracy in operations
• Sales support and relationship-building skills
• Adaptability to changing branch needs
• Proficiency in Microsoft Excel for data analysis

Benefits

• Comprehensive medical, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company matching up to 5% of eligible pay
• Paid time off including vacation, sick days, and 11 paid holidays annually
• Tuition reimbursement program for professional development and advanced degrees
• Employee stock purchase plan allowing discounted shares of JPMorgan Chase stock
• Wellness programs including gym membership reimbursements and mental health support
• Parental leave benefits with up to 16 weeks of paid time off
• Access to on-site fitness centers and employee assistance programs at select locations

JP Morgan Chase is an equal opportunity employer.