Branch Operations Lead - Indian School and 32nd - Phoenix, AZ

Location: Phoenix, AZ, United States

Job Family: Branch Operations Lead

About the Role

At JPMorgan Chase, we are committed to delivering unparalleled client experiences in the financial services industry, and as a Branch Operations Lead at our Indian School and 32nd location in Phoenix, AZ, you will play a pivotal role in embodying our hospitality-driven culture. This position involves leading daily operations to ensure seamless service for our diverse clientele, from routine transactions to complex account management. You will foster a collaborative team environment, coach staff on best practices, and drive performance metrics that align with JPMorgan Chase's high standards of integrity and innovation. By leveraging your expertise in banking operations, you will help clients navigate their financial journeys, recommending tailored solutions like checking accounts, loans, and investment products to meet their needs in the vibrant Phoenix community. In this leadership role, you will oversee a team of operations professionals, ensuring all activities comply with federal regulations, JPMorgan Chase policies, and anti-fraud measures. Responsibilities include monitoring branch security, conducting audits, and resolving client escalations with empathy and efficiency to maintain our reputation as a trusted financial partner. You will also contribute to sales initiatives by identifying cross-selling opportunities during client interactions, supporting the branch's growth objectives. Collaboration with regional leaders and participation in local community events will be key to enhancing JPMorgan Chase's presence in Arizona, where we serve thousands of clients with personalized, technology-enabled banking services. We value professionals who thrive in fast-paced retail settings and are passionate about client care. As a Branch Operations Lead, you will have opportunities for career advancement within JPMorgan Chase's global network, backed by robust training programs and a supportive culture. Join us to make a meaningful impact on clients' financial well-being while advancing your career in one of the world's leading financial institutions.

Key Responsibilities

• Oversee daily branch operations at the Indian School and 32nd location, ensuring smooth functioning and adherence to JPMorgan Chase standards
• Lead a team of tellers and operations staff, providing coaching, performance feedback, and scheduling to deliver exceptional client service
• Manage client transactions, including deposits, withdrawals, and account openings, while upholding hospitality and compliance
• Identify opportunities to enhance client experience through personalized financial advice and product recommendations
• Monitor branch security, audit processes, and regulatory compliance to mitigate risks and protect client assets
• Collaborate with branch managers and regional teams to implement operational improvements and sales initiatives
• Handle escalated client issues, resolving them efficiently to maintain trust and satisfaction
• Conduct team training on JPMorgan Chase policies, fraud prevention, and digital banking tools
• Track key performance metrics, such as transaction accuracy and client satisfaction scores, reporting to senior leadership
• Support community engagement efforts in Phoenix to build JPMorgan Chase's local presence

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in finance, business, 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 retail 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 JPMorgan Chase branch or similar financial institution
• Certification in banking operations or customer service (e.g., Certified Banker's Trust or equivalent)
• Experience with digital banking tools and client relationship management systems
• Bilingual proficiency, particularly in Spanish, to serve Phoenix's diverse community
• Familiarity with anti-money laundering (AML) and know-your-customer (KYC) protocols

Required Skills

• Branch operations management
• Team leadership and motivation
• Customer service excellence
• Regulatory compliance knowledge
• Risk assessment and mitigation
• Financial product knowledge
• Transaction processing accuracy
• Conflict resolution
• Data analysis and reporting
• Digital banking proficiency
• Communication (verbal and written)
• Problem-solving
• Time management
• Adaptability in dynamic environments
• Attention to detail

Benefits

• Comprehensive medical, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company matching up to 6%
• 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 memberships, mental health support, and fitness challenges
• Parental leave benefits with up to 16 weeks of paid time off
• Access to on-site childcare discounts and family care resources

JP Morgan Chase is an equal opportunity employer.