division leader - International consumer operations (cebu)JPMorgan Chase & Co. - Cebu & Manila Operations

We are looking for self-motivated leaders with a passion for leading in a dynamic, fast-paced, customer and colleague centric environment.
Description for External Candidates
We are looking for self-motivated leaders with a passion for leading in a dynamic, fast-paced, customer and colleague centric environment. Responsibilities for this role will include leading a team of people managers (around 8) in an omni-channel (phone, chat, back office) environment, supporting everyday banking and fraud operations (detection, prevention and recovery) domain. You will help to foster an exceptional & unique culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.
Job Responsibilities
As an International Consumer Division Leader you will:
1.     Set clear direction by:
Clearly and consistently communicating the vision and direction for the team
Creating an environment where everyone can thrive to produce quality results
Motivating each team member to be focused, engaged and energized
Communicating with transparency and candor to instill confidence and trust
2.     Drive performance by:
Helping each team member set performance goals and understand how they align to team and firm goals
Conducting regular check-ins with all team members to track progress and make adjustments
Recognizing good work and helps each team member learn from mistakes and continue to develop
Addressing conduct and performance issues directly, constructively and in a timely fashion
3.     Build team by:
Actively attracting, hiring and retaining diverse talent to broaden perspectives and team impact
Building strong relationships across the team and wider firm to foster collaboration and cohesiveness
Demonstrating self and social awareness necessary to recognize and address 'inner circle' practices and bias
Encouraging the team to learn together and challenge each other to grow and think differently
4.     Empower team by:
Creating an open, transparent environment where team members are empowered to make decisions
Recognizing and reducing friction points, bureaucracy and blockers for all team members
Helping team members develop resilience and balance
Enabling the team to balance speed of execution with time to reflect to make thoughtful decisions
5.     Prioritize diversity & inclusion by:
Building a culture of trust, fairness and respect where all team members feel welcome and equally valued
Establishing a safe environment where team members can share new and diverse perspectives
Driving awareness and accountability for diversity and inclusion
Actively contributing to the firm's objective to increase diverse representation in our workforce
6.     Coach for impact by:
Building trusting relationships with each team member to facilitate effective ongoing coaching
Actively listening to each team member to understand their unique experiences, challenges and goals
Adapting coaching style and approach to the needs of the individual and the situation
Asking meaningful questions to encourage team members to reflect, process and plan a course of action
7.     Foster feedback by:
Providing continuous feedback to all team members about what they do well and what they can do better
Checking-in regularly to see how feedback is being actioned and provides the support needed
Soliciting feedback from a broad range of team members to gain a fair and balanced perspective
Listening to understand and integrates feedback to develop self and the team
8.     Guide careers by:
Collaborating with each team member to set and pursue their career goals
Advocating for each team member and supports their success in networking and navigating the firm
Guiding each team member to develop the skills and capabilities necessary to achieve their goals
Enabling all team members to grow through equitable distribution of assignments and opportunities
Required qualifications, capabilities, and skills
Minimum 10 years of contact centre experience
Minimum 8 years people leadership/management experience
Minimum 4 years in banking/financial experience.
Exposure to migrations, start up environment are a HUGE plus!
Digitally savvy across different medians
Exposure to UK market is preferred but not required
Preferred qualifications, capabilities, and skills
Lead colleagues and self, through times of ambiguity.
Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success.
Be customer centric with a real focus on 'out of the box thinking' to support resolutions and inquiries.
Think 'outside of the box', problem solve and have the desire to change, implement and own processes
Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity.
Have intrinsic passion to coach and support delivery of first class service to colleagues and customers.
Bring themselves to work, encourage and create an environment where their team can also bring themselves to work.