fraud manager ii (senior Operations Manager) - cebuJPMorgan Chase

Job Description:
Overview of the function:
The Claims Inventory Management team is responsible in handling Debit claims for Chase customers.
Primary role :
The primary Responsibility of this individual would be to manage day to day operations for the function. This would involve managing a team of around 120 to 140 people with 7 to 8 direct reports (Fraud Supervisors). It also involves close coordination and working with other enterprise operations sites to ensure business goals and objectives are met.
Responsibilities:
Provide overall supervision / leadership to the staff during his/ her shift operating window.
Drive retention actively and work on building an inclusive culture
Manage Performance on metrics that drive team as well as site performance
Develop an environment of continuous focus on quantifiable productivity and quality.
Drive the Customer experience through strong governance practices, looking for bad demand, having Listening Posts and effective coaching
Constantly review existing processes and look for opportunities to enhance efficiency
Identify business knowledge gaps and ensure everyone has ownership of deliverables.
Constant and regular review for direct reports. Set expectations with direct reports, regarding positive motivation and leading through accountability. Work towards improving department competency /performance ratings
Develop and lead a team that is responsive to dynamic organizational and operational changes.
Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment.
Skilled in MS office, with a strong orientation towards data analysis and management
Excellent communication skills
Ability to multitask
Additional Skills:
Have working Knowledge of Operations Management
Strong Interpersonal skills to be able to communicate internally & externally and at all levels
Strong Drive for Results
Strong Customer Focus
Excellent written & oral communication skills in English
Proven leadership and people management skills
Proven ability to build strong business relationships within the site and across the business
A proactive approach to problem solving, taking ownership of issues and having the determination to follow through & escalate issues as appropriate
Ability to use creative problem solving techniques to solve business issues
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.
JPMorgan Chase

Cebu
Permanent
Full-time