corporate & Investment Banking - client service manager ii - access support groupJPMorgan Chase

Job Description : The Global Client Access - Access Support Group provides high quality technical support via telephone. Technical Support Specialists act as the primary technical contact for all users and escalation of all unresolved problems/potential risk to second level support. The specialists will also be responsible for performing routine daily tasks and participating in special department projects. As a Client Service Manager II, your role is a dual role managing a team of Access Support specialists who provide high quality technical support to clients and act as Client Escalation Manager focusing on market support, highly complex issues and inquiries, client escalations and data analysis. Your role will require extensive cross-organizational reporting, executive communications and interactions with business partners at all levels. You will act as the Subject Matter Expert (SME) and escalation resource for all Client Access personnel in all regions globally. Job Responsibilities: Developing team goals and strategies as well as managing team performanceagainst service level objectives. Provide supervision, management, and coaching to ensure 'best in class' levels of service. Direct client support for all Access products including primary support of all sensitive clients with at-risk relationships. Provide primary oversight of theproduction 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. Act as single point of contact for all Access-related escalations, ensuring appropriate engagement of the Client Access Escalation Management teamwhere the client-relationship is at risk. Drive escalations to resolution Daily productivity and metrics reporting to monitor compliance with established Service Level Agreements (SLAs). Daily productivity and metrics reporting to monitor compliance with established SLAs. Foster partnership and teamwork within other Global Client Access teams, Sales and Service, and Product Management personnel. Identify service quality opportunities and manage participation in service quality initiatives and projects. Interface with external clients (newly on-boarded, existing, existing/new users, existing/new product, sensitive, etc.) as well as internal clients utilizing the products and services. Act as a service quality escalation resource to the Access Support team both locally and in the United States and coordinate resolution and escalate customer issues when required. Position will require occasional non-standard working hours. Required qualifications, capabilities, and skills: 5+ years of Customer/Product Support experience required 4+ years of Technical Support experience required 1+ 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. Effective analytical approach when solving complex problems/issues. Effective time management and organizational skills. Ability to prioritize, handle multiple tasks and work under pressure in a team environment. Ability to exercise sound judgment and make effective decisions. Ability to cope with a continuous accelerated changing environment. Ability to handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns. Ability to translate complex information into a simple detailed narrative. Ability to translate technical jargon into easier to understand language for clients Flexibility to support adjustments to work schedule within the Asia Pacific (APAC)/Europe, Middle East and Africa (EMEA)/Western Hemisphere (WHEM) shifts Manage 12-15 team members and provide regular coaching sessions and feedback. Mentor the frontline employees.
foundit

Taguig City, Metro Manila
Permanent
Full-time