Branch Operations Lead- East Grand Rapids - East Grand Rapids, MI

Location: East Grand Rapids, MI, United States

Job Family: Branch Operations Lead

About the Role

At JPMorgan Chase, we are committed to delivering unparalleled client experiences through our world-class financial services. As a Branch Operations Lead in our East Grand Rapids branch, you will play a pivotal role in embodying our hospitality-driven culture while ensuring seamless day-to-day operations. This position involves leading a team of associates to handle everything from routine teller transactions to complex client consultations, all while promoting our diverse portfolio of products including personal banking, mortgages, and wealth management solutions. Your leadership will directly contribute to fostering trust and loyalty among clients in the vibrant East Grand Rapids community, aligning with JPMorgan Chase's mission to be the most respected financial institution globally. In this dynamic role, you will oversee branch activities to maintain operational excellence, compliance with stringent banking regulations, and a focus on risk management. Responsibilities include coaching your team on best practices, resolving client issues with empathy and efficiency, and driving performance metrics that enhance client satisfaction. You will collaborate closely with the branch manager to execute strategies that grow our client base, leveraging JPMorgan Chase's innovative digital tools to provide personalized financial advice. This position demands a blend of technical expertise in financial services and soft skills to create welcoming, inclusive environments that reflect our core values of integrity and excellence. JPMorgan Chase offers a supportive environment for professional growth, with opportunities to advance within our leading global firm. Joining our East Grand Rapids team means becoming part of a network that values diversity, innovation, and community impact. If you are passionate about financial services and client-centric leadership, this role provides the platform to make a meaningful difference while benefiting from competitive compensation and robust career development resources.

Key Responsibilities

• Oversee daily branch operations, including teller transactions, account openings, and loan processing to ensure efficiency and accuracy
• Lead a team of branch associates, providing coaching, training, and performance feedback to drive high standards of service
• Deliver exceptional client experiences by resolving inquiries, addressing concerns, and promoting JPMorgan Chase products like checking accounts, credit cards, and investment services
• 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 scores, operational errors, and sales targets, implementing improvements as needed
• Collaborate with branch manager to develop strategies for client acquisition and retention in the East Grand Rapids community
• Manage cash handling, vault operations, and security procedures to safeguard assets and mitigate risks
• Facilitate client onboarding for digital banking tools, educating users on JPMorgan Chase mobile apps and online platforms
• Conduct regular audits and reconciliations to maintain financial integrity and report discrepancies promptly
• Foster a culture of hospitality and inclusion, embodying JPMorgan Chase's commitment to client care and community engagement

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in finance, business administration, or related field preferred
• At least 2-3 years of experience in branch banking operations, customer service, or financial services
• Strong knowledge of banking regulations, compliance standards, and risk management practices
• Proven ability to lead teams and manage daily operations in a fast-paced environment
• Excellent communication and interpersonal skills to interact with diverse clients
• 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 retail banking or financial services setting
• Certification in banking operations or financial services (e.g., Certified Bank Operations Professional)
• Experience with JPMorgan Chase systems and processes
• Bilingual proficiency in English and Spanish to serve a diverse client base
• Knowledge of local market dynamics in the East Grand Rapids area

Required Skills

• Branch operations management
• Team leadership and motivation
• Customer service excellence
• Banking compliance and regulatory knowledge
• Risk assessment and mitigation
• Sales and relationship building
• Cash handling and reconciliation
• Problem-solving and decision-making
• Communication (verbal and written)
• Time management and organization
• Proficiency in banking software (e.g., Teller Systems, CRM tools)
• Microsoft Office Suite (Excel, Word, Outlook)
• Attention to detail
• Adaptability in dynamic environments
• Interpersonal skills for client interactions

Benefits

• Comprehensive medical, dental, and vision insurance plans with multiple coverage options
• 401(k) retirement savings plan with company matching contributions up to 6% of eligible pay
• Generous paid time off, including vacation, sick days, and paid holidays
• Tuition reimbursement program for professional development and advanced education
• 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 for new parents
• Access to financial planning services and employee assistance programs

JP Morgan Chase is an equal opportunity employer.