Contact Centre Operations Team Lead - Chase UK

At JP Morgan Chase, we understand that customers seek exceptional value and a seamless experience from a trusted financial institution. That's why we launched Chase UK to transform digital banking with intuitive and enjoyable customer journeys. With a strong foundation of trust established by millions of customers in the US, we have been rapidly expanding our presence in the UK and soon across Europe. We have been building the bank of the future from the ground up, offering you the chance to join us and make a significant impact.

As a Contact Centre Operations Support Engineer Team Lead at JPMorgan Chase within the International Consumer Bank, you will play a crucial role in this initiative, dedicated to delivering an outstanding banking experience to our customers. You will work in a collaborative environment as part of a diverse, inclusive, and geographically distributed team. We are seeking individuals with a curious mindset and a keen interest in new technology. Our engineers are naturally solution-oriented and possess an interest in the financial sector and focus on addressing our customer needs. We work in teams focused on our customer service experience.

Job Responsibilities

• Provide on-site technical support to Contact Centre agents in Edinburgh and mainland Europe

• Perform testing and evaluation of new technology including Thin Clients, audio equipment and Virtual Desktops

• Monitoring and testing VDI image changes and new rollouts 

• Collaborate with JPMorganChase networking teams to ensure firewall configurations are correctly maintained

• Support Contact Centre vendor onboardings including technology setup, training and documentation of operational procedures

• Acting as a bridge between the Contact Centre and Engineering

• Keep an eye on performance, making sure we use the right approach to identify and solve problems.

• Act as a mentor to more junior engineers and lead by example

• Manage the allocation of support engineers ensuring they are deployed efficiently

• Act as an interface into Engineering leadership, providing updates and reporting to drive future improvements

Required qualifications, skills, and capabilities

• Foundational knowledge in the following technologies:

  • Windows Systems

  • Browsers (Chrome / Edge / Firefox)

  • Networking (DNS, DHCP, TCP/IP)

  • Basic Cloud awareness (AWS / GCP / Azure)

• Able to demonstrate a logical approach to troubleshooting

• Tenacity and a curious nature

• Excellent written and verbal communication skills in English

• Experience in managing/mentoring junior engineers

   

Preferred qualifications, skills, and capabilities

• Experience in working in a highly regulated environment / industry

• Previous experience working in a Contact Centre / Customer Service environment