Job Description

Job responsibilities

• Directs the daily activities related to staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support. Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation.
• Anticipate evolving client needs and develop strategies to meet those needs
• Directly responsible for the team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards.
• Evaluate and execute appropriate staffing plans in order to achieve site and product SLA goals.
• Directly shapes client service strategies and execution including the communication and administration of strategic initiatives. Works on cross-regional and cross-functional teams and initiatives.
• Ability to recognize and avert risks to the bank on payment and client data protection related matters and responsible for managing applicable operational risk. Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives. Works with other functional areas to ensure seamless delivery to customers. May coordinate cross functional or operational resources.
• Manage the daily processes regarding the investigation of customer inquiries. This would include overseeing the prioritizing and distribution of work performed by the team.

Required qualifications, capabilities, and skills

• Develop a high-performing team. Identify staff development needs while providing timely feedback. Review the development and performance management plans for all team members.
• Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control.
• Review and make recommendations to sales and product managers on opportunities to improve products and/or delivery of service.
• Ensure risk and escalation procedures are adhered to at all times.
• Perform regular reviews of policies and procedures assuring new processes or process changes are documented and that all processes are tested regularly according to risk management guidelines.
• Responsible for leading and managing multiple projects.
• Works directly with senior managers globally to identify technology, resource and/or process needs.
• JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\'s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. 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. In accordance with applicable law, we make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.