Operations Manager – Document & Business Solutions

Responsibilities

• Provide day-to-day operational leadership for DBS services, including Employee Document Services, Logistics, Warehousing, Transportation, and Supplies & Merchandise.
• Manage and develop on-site teams through staffing, training, coaching, and performance management.
• Act as the primary escalation point for operational issues, risks, and service delivery challenges.
• Ensure adherence to service level agreements (SLAs), quality standards, and established operational procedures.
• Manage vendor relationships and monitor performance against defined KPIs and contractual requirements.
• Partner with internal clients to understand service needs and continuously improve delivery.
• Maintain strong governance and control frameworks, including risk identification and incident management.
• Monitor, analyze, and report key operational metrics to support informed decision-making.

Requirements

• Bachelor's degree or equivalent experience.
• Minimum 4 years of experience in a leadership role with direct people management responsibility.
• Fluency in both written and spoken English and Italian.
• Proven experience managing operational service teams in a production or services environment.
• Strong knowledge of print technologies, scanning operations, and mail & courier services.
• Experience managing vendors and outsourced service providers.
• Proficiency in Microsoft Office tools and data analysis.
• Excellent communication, stakeholder management, and client engagement skills.

Preferred Qualifications

• Experience working within a regional or multi-country operating model.
• Previous experience handling client requests and managing product/service expectations.
• Prior exposure to governance, risk, and control frameworks.
• Knowledge or experience related to Artificial Intelligence (AI) solutions in operations or service delivery.

About the Company

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 corporate teams are an essential part of our company, ensuring that we are setting our businesses, clients, customers, and employees up for success.