cib- solution center access support - client Service managerJPMorgan Chase

Job Description:
Key Responsibilities:
Global Client Access - Access Support Group provides high quality technical support via telephone. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects.
As a Client Service Manager your role is a dual role managing a team of Access Support specialist who provide high quality technical support to clients who use JPM Access and acting as JPM Access Client Escalation Manager focusing on market support, highly complex issues and inquiries, client escalations and data analysis. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels. Will act as the SME and escalation resource for all Client Access personnel in all regions globally.
Responsibilities include:
Developing team goals and strategies as well as managing team performance against service level objectives.
Direct client support for all Access products including primary support of all sensitive clients with at-risk relationships
Ensure that client satisfaction and confidence in JPMC/CA products and services are at or above departmental goals.
Provide primary oversight of the production service disruption management process as it relates to Access Support, including coordination of and participation in all remediation efforts
Take lead role in working with Product Management and technology to ensure product gaps/functionality issues are appropriately documented and tracked
Effectively manage any interactions where the client relationship appears to be at risk.
Take ongoing lead role in supporting the development and maintenance of Policies and Procedures and training in partnership with Employee Readiness and TS Training
Act as single point of contact for all Access-related escalations, ensuring appropriate engagement of the Client Access Escalation Management team where the client-relationship is at risk
Drive escalations to resolution
Merger, release and event support including UAT and PVT testing and command center participation
Act as business liaison in development of business requirements for ACCESS Target State, ensuring that the business needs are appropriately represented in all BRD development and review efforts. This would include participation in wire frame review and UAT testing
Daily productivity and metrics reporting to monitor compliance with established SLAs.
Build strong relationships with sales and service to ensure client focus is maintained throughout the issue management process
Interface with external clients (newly on-boarded, existing, existing/new users, existing/new product, sensitive, etc.) as well as internal clients utilizing CA products and services.
Prepare and submit data for senior management reporting and performance evaluation
Position will require occasional non-standard working hours.
Participate in the development of goals and execution of departmental strategies.
Provide supervision, management, and coaching to ensure "best in class" levels of service.
Identify training opportunities and provide career coaching to ensure employee development and progression.
Manage daily resource and coverage levels for Access team resources.
Manage impacts to employee morale and satisfaction.
Act as a service quality escalation resource to the Access Support team both locally and in the U.S. and coordinate resolution and escalate customer issues when required.
Document application functionality shortfalls, bugs, and enhancement requests and forward to Product Management as required.
Ensure two-way communication flow to employees through dissemination of staff meeting minutes, training, upcoming product changes, event happenings, and departmental policies.
Foster partnership and teamwork within other Global Client Access teams, Sales and Service, and Product Management personnel.
Provide input to the planning and execution of and ensure Global Client Access and client interests are represented and satisfied for all projects
Identify service quality opportunities and manage participation in service quality initiatives and projects.
Qualifications
5+ years of Customer/Product Support experience required
4+ years of Technical Support experience required
4+ years of supervisory experience required
Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.
Effective problem solving, oral and written communication skills
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:
The Corporate & Investment Bank is a global leader across investment banking, payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
JPMorgan Chase

Metro Manila
Permanent
Full-time