Bulge Bracket Investment Banks

Posted 7 days ago

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**Cash & Card Operations Lead - Vice President in Edinburgh** Lead 18-20 team members, guiding 4-6 direct reports in processing and resolving payment-related enquiries. Drive escalation management, liaise with stakeholders, and ensure service level agreement (SLA) compliance. Foster customer-centric culture, reduce manual touchpoints, and improve straight-through processing (STP). Manage process deliverables, coordinate system updates, and conduct capacity planning. Collaborate with various departments such as Compliance, Risk, and Technology. Requires proven people management expertise, strong communication skills, and knowledge of UK/European payment systems.

Compensation: Not specified
City: Edinburgh
Country: United Kingdom

Full Job Description

Location: EDINBURGH, MIDLOTHIAN, United Kingdom

Are you looking for a leadership role within Cash & Card Operations?

As a Cash & Cards Operations Lead - Vice President you will be responsible for Cash & Card Operations which is a team that oversees accurate and timely processing and resolution of all payment related enquiries.

The scope of work of the team includes working on escalated customer queries received through the Contact Centre and working with product development squads to identify / escalate any potential bugs/defects from investigations and assist with resolution.

Key Responsibilities

Manage a team of 18-20 members with 4-6 direct reports
Provide direction and guidance to the managers on process queries resolution in accordance with local, state, and federal guidelines.
Work /monitor all escalations on cases and work towards resolution. Liaise with business partners/key stake holders to identify / escalate / resolve process issues / outages
Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs
Guide teams focus on customer experience and work towards reducing negative customer impacts
Identify methods to increase Straight Through Processing (STP) by reduction of manual touch points
Conduct periodic capacity planning exercises with the team, taking into account current volume trends
Coordinate application / system updates/releases. Identify / Escalate outages/issues
Engage in multiple projects concurrently, working with project managers and other analysts to ensure overall project goals and timelines are met.
Liaise with key stakeholders and subject matter experts including Compliance, Risk, Controls, Finance, Investment Bank, Treasury Services, Consumer Bank, Product, Technology, Legal and Internal Audit for various business and functional tasks.
Coordinate application / system updates/releases. Identify / Escalate outages/issues
Work on cost rationalization measures and efficiency opportunities that can help the group meet its financial commitments
Foster an environment where Risk/Control issues are escalated and trends are anticipated and identified; partner with Risk and Controls teams to ensure all risks are identified and mitigated timely
Maintain & take ownership of the BCP Plans, including periodic testing
Consistently lead by example & effectively coach employees in a positive manner for improved results
Foster continuous improvement culture within the team
Create retention strategies, employee engagement methods and early warning systems
Develop succession planning within the team at all levels
Consistently lead by example & Chase values.

Required Qualifications, Capabilities, and Skills

Relevant experience in managing a team and people management.
Subject matter expert on UK and European payment systems.
Strong knowledge of product development and product life cycle
Excellent Communication (verbal & written) and Inter-Personal skills
Attention to detail and analytical skills
Time management skills and multitasking ability
Self-motivated and able to motivate the team
Customer centric approach

#ICBCareers

Responsible for Cash & Card Operations which is a team that is responsible for overseeing accurate and timely processing and resolution of all payment related enquiries. Also work on escalated customer queries received through Contact Centre with product development squads to identify / escalate any potential bugs/defects from investigations and assist with resolution.

Full Job Description

Location: EDINBURGH, MIDLOTHIAN, United Kingdom

Are you looking for a leadership role within Cash & Card Operations?

Key Responsibilities

Manage a team of 18-20 members with 4-6 direct reports
Provide direction and guidance to the managers on process queries resolution in accordance with local, state, and federal guidelines.
Work /monitor all escalations on cases and work towards resolution. Liaise with business partners/key stake holders to identify / escalate / resolve process issues / outages
Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs
Guide teams focus on customer experience and work towards reducing negative customer impacts
Identify methods to increase Straight Through Processing (STP) by reduction of manual touch points
Conduct periodic capacity planning exercises with the team, taking into account current volume trends
Coordinate application / system updates/releases. Identify / Escalate outages/issues
Engage in multiple projects concurrently, working with project managers and other analysts to ensure overall project goals and timelines are met.
Liaise with key stakeholders and subject matter experts including Compliance, Risk, Controls, Finance, Investment Bank, Treasury Services, Consumer Bank, Product, Technology, Legal and Internal Audit for various business and functional tasks.
Coordinate application / system updates/releases. Identify / Escalate outages/issues
Work on cost rationalization measures and efficiency opportunities that can help the group meet its financial commitments
Foster an environment where Risk/Control issues are escalated and trends are anticipated and identified; partner with Risk and Controls teams to ensure all risks are identified and mitigated timely
Maintain & take ownership of the BCP Plans, including periodic testing
Consistently lead by example & effectively coach employees in a positive manner for improved results
Foster continuous improvement culture within the team
Create retention strategies, employee engagement methods and early warning systems
Develop succession planning within the team at all levels
Consistently lead by example & Chase values.

Required Qualifications, Capabilities, and Skills

Relevant experience in managing a team and people management.
Subject matter expert on UK and European payment systems.
Strong knowledge of product development and product life cycle
Excellent Communication (verbal & written) and Inter-Personal skills
Attention to detail and analytical skills
Time management skills and multitasking ability
Self-motivated and able to motivate the team
Customer centric approach

#ICBCareers

Cash & Card Operations Lead - Vice President

Full Job Description

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Full Job Description

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