ccb - business Operations directorJPMorgan Chase

Job Description:
As the Site Leader for our Manila operations, the person will be responsible for achieving Operational Excellence in our Retail CS team. This covers our phone channel for everyday consumer and business needs including checking and savings account management, quick deposit, and branch inquiries. This person will be a senior leader for the Customer Service team and CCB Ops groups teams Manila. The Operations Director will be responsible for delivering outstanding customer service as measured through CSAT, JD Powers, Complaints, etc. The individual will also lead cross functional initiatives and manage 700- employees in Manila.
This leader also partners closely across the individual functions within the group and will work with other Operations Directors who directly lead the individual functions.
JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services. Our employees embrace our values of Integrity, Collaboration, Service, Ownership, and Innovation. The successful candidate will:
Evaluate and analyze data from multiple sources in a fast-paced environment
Understand process management and business ownership
Consistently lead staff by example and effectively coach employees in a positive manner for improved results
Make strategic decisions with a long term view and balance the customer, bank and the regulatory needs.
Have excellent communication and personal skills
Be focused on the customer and the organization's business goals and profitability
Build and maintain a strong controls-focused operation; identifying new issues timely and implementing solutions to address gaps
Job Responsibilities:
Manage a team of approximately 700- employees in Manila.
Leadership of the day-to-day management of the site and coordinating with the respective Functional business heads in the US in the context of the broader CCB CS organization. Ensure all operational metrics are achieved.
Run the business with discipline and strong controls to grow profitably and deliver superior customer experience. Day-to-day responsibilities include service level and productivity targets are met in the various functions managed in the site.
Long-term strategic visioning includes the proactive assessment and planning of future needs based upon the business direction.
Reviews and recommends new methods and procedures to ensure daily operations are operating efficiently and effectively.
Works with other leaders with in CS across the various sites to manage the process more holistically end to end with a focus from the lens of the customer.
Create an employee experience where employees love their jobs and are proud to work for JP Morgan Chase
Develop world-class talent; develop the best managers in the industry; Attract and retain employees with diverse backgrounds and experiences.
Ensure employee satisfaction and retention goals are met.
Coach, counsel and develop direct and indirect employees.
Create the infrastructure to easily communicate and train on changes within the organization with no impact SLA's and productivity goals. Development the right training process and mechanisms to reduce the learning curve and improve in speed to market for full productivity. Additionally focus on the continuous on going training and development of the employees.
Participates and contributes to site wide initiatives for the CS organization and also for the larger JP Morgan Chase initiatives.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
Qualifications:
Bachelor's degree or equivalent work experience
At least 10 years of senior operations leadership experience having managed large teams; Call center and operations experience is preferable.
Experience in Customer Service environment is preferable
Experience and working knowledge of US banking industry is preferable
Working knowledge of risk and operational management concepts and the ability to understand and interpret the impact of policy and procedural changes.
Proven record in business innovation and delivering high-impact results including a focus on customer experience. Proven track record of driving efficiency and process improvement
Ability to work in a team environment, provide oversight and directly influence change, identify issues, work collaboratively to recommend and implement solutions
Ability to lead team toward common goals and objectives
Ability to coach and develop members of staff
Ability to work in Matrix environment
Adapt to changing needs & deadlines and remain calm when under pressure. Highly flexible and able to adapt to change
Strong analytical skills, advanced judgment capability, strong problem solving and timely decision making ability
Budgeting, capacity planning and forecasting experience
Understanding of Program / Project management disciplines
Strong written and verbal communication skills
Detailed oriented and have the ability to work independently and manage project team
About Us:
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.
About the Team:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
JPMorgan Chase

Metro Manila
Permanent
Full-time