Branch Operations Lead - East Bay Valley Market - Pleasanton, CA and Surrounding Areas

Location: Pleasanton, CA, United States

Job Family: Branch Operations Lead

About the Role

At JP Morgan Chase, we are committed to fostering an inclusive environment where exceptional client experiences drive our success. As a Branch Operations Lead in the East Bay Valley Market, based in Pleasanton, CA and surrounding areas, you will play a pivotal role in delivering our promise of hospitality and superior client care. This position involves leading daily operations in a dynamic branch setting, ensuring that every interaction reflects the high standards of one of the world's leading financial institutions. You will oversee a team dedicated to providing personalized banking solutions, from routine transactions to complex financial advice, while navigating the unique needs of the diverse East Bay community. Your responsibilities will center on operational excellence and team development, including coaching associates to meet performance targets, managing compliance with stringent banking regulations, and leveraging JP Morgan Chase's innovative tools to enhance efficiency. In this role, you will resolve client issues with empathy and expertise, promote products like checking accounts, mortgages, and investment services, and contribute to branch goals that support broader market objectives. By embodying our core values of integrity and innovation, you will help build lasting client relationships that strengthen JP Morgan Chase's position in the competitive financial services landscape. Joining JP Morgan Chase means becoming part of a global team that values professional growth and work-life balance. We offer robust training programs to keep you at the forefront of industry trends, along with opportunities to advance within our extensive network of branches and corporate roles. If you thrive in a client-focused environment and have a passion for financial services, this Branch Operations Lead position offers a rewarding path to impact lives and communities in Pleasanton and beyond.

Key Responsibilities

• Oversee daily branch operations in Pleasanton, CA and surrounding areas, ensuring seamless execution of teller and service functions
• Lead a team of branch associates, providing coaching, training, and performance feedback to uphold JP Morgan Chase's standards of excellence
• Deliver exceptional client experiences by resolving inquiries, processing transactions, and promoting banking products tailored to client needs
• Ensure compliance with federal and state banking regulations, including anti-money laundering (AML) protocols and Know Your Customer (KYC) requirements
• Monitor branch metrics such as client satisfaction, operational efficiency, and sales goals, implementing improvements as needed
• Collaborate with market leaders to support community initiatives and expand JP Morgan Chase's presence in the East Bay Valley Market
• Manage risk and security protocols, including cash handling, vault operations, and fraud prevention measures
• Facilitate client onboarding for new accounts, loans, and investment services while embodying hospitality and client care
• Identify opportunities for process optimization using JP Morgan Chase's digital tools and analytics
• Support audit processes and maintain accurate records in line with financial services best practices

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in business, finance, or related field preferred
• At least 3 years of experience in branch banking operations, customer service, or financial services
• Proven track record of leading teams in a retail or service-oriented environment
• Strong understanding of banking regulations, compliance standards, and risk management in the financial industry
• Excellent communication and interpersonal skills to interact with diverse clients
• Ability to work flexible hours, including weekends, in a branch setting in Pleasanton, CA and surrounding East Bay Valley Market areas
• Proficiency in Microsoft Office Suite and core banking systems

Preferred Qualifications

• Previous experience at JP Morgan Chase or a similar large financial institution
• Certification in banking operations or financial services (e.g., Certified Bank Operations Professional)
• Bilingual proficiency in English and Spanish to serve the diverse East Bay community
• Experience with digital banking tools and client relationship management software
• Demonstrated success in driving branch performance metrics and client satisfaction scores

Required Skills

• Branch operations management
• Team leadership and motivation
• Customer service excellence
• Banking compliance and regulatory knowledge
• Risk assessment and fraud detection
• Sales and relationship building
• Cash handling and transaction processing
• Digital banking proficiency
• Problem-solving and decision-making
• Communication (verbal and written)
• Time management and multitasking
• Analytical thinking for performance metrics
• Adaptability in fast-paced environments
• Hospitality and client-centric approach
• Proficiency in financial software and CRM tools

Benefits

• Comprehensive medical, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with company matching up to 6% of eligible compensation
• Generous paid time off, including vacation, sick days, and parental leave
• Tuition reimbursement for professional development and advanced education in finance
• Employee stock purchase plan and performance-based bonuses
• Wellness programs including gym memberships, mental health support, and financial wellness coaching
• Flexible work arrangements and hybrid options where applicable
• Access to JP Morgan Chase's global employee assistance program for personal and professional support

JP Morgan Chase is an equal opportunity employer.