Escalations Team Lead

Client Service

Full time

As a Escalations Team Lead in our Financial Crime team, you will be responsible for the day-to-day management and oversight of the Escalations team. Your responsibilities will include being the teams referral point and acting as the SME on all things Escalations.

The Escalations Team is responsible for assessment of escalations raised by various teams for review, decision making on if the rationale for an off-boarding/retain recommendation is acceptable and provide an outcome; identification of red flags to assess whether the case requires escalation to the committee; completion of follow up actions on the back of an exit decision; managing the relationship review journey and ensuring we remain compliant within our SLA's.

Job Responsibilities:

• Manage Escalations pipeline of incoming cases and directing oversight of the Escalation Quality Control Checks, ensuring all Escalations cases are reviewed, assessed and decisioned correctly by specialists.


• Chair the Committee and provide clear and concise summaries of each case for the assessment of the Committee and steer senior stakeholders within allotted time.


• Manage performance of Escalations Specialists, provide clear performance targets, conduct performance reviews and develop clear career and personal development trends.


• Assist with change management for integration of Escalations policy, procedures and training material updates for the Escalations Team.


• Collaborate with management for new joiner training plans and ongoing knowledge sharing to the Escalations Team, stakeholder feedback and promoting best practice.


• Manage performance of Escalations Specialists, provide clear performance targets, conduct performance reviews and develop clear career and personal development trends.


• Partner with Senior Management to ensure KPI's are in line with business requirements, monitor metrics reporting, highlight concerns, propose resolution and track progress.

• A proven track record in management and/or coaching of staff members with demonstrated leadership ability.


• Previous experience in a KYC role or role that requires research, problem solving skills and critical thinking as well as an understanding of KYC/AML Risks and red flags.


• Excellent communication skills, both written and verbal with strong stakeholder management and experienced in managing upwards.


• Proven ability to identify, analyse, plan, prioritise and solve problems by providing solutions with the ability to support change and get others onboard.


• Be a multitasker with the ability to prioritise - you can connect and maintain engagement with stakeholders, whilst researching and resolving issues


• Strong time management skills and the ability to instill this quality in others while working under pressure to fixed deadlines.


• Demonstrate an Independent decision-making ability, and strong analytical skills in order to draft, clear and concise reports.

• Relevant Banking/Financial industries experience.


• Experience working within a relationship Review/AML or KYC Environment


• Experience working within a digital bank and with Microsoft Office.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

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