International consumer people lead - fraudJPMorgan Chase

Job Description:
Job Description: Leadership Role - People Lead (Fraud)
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at
Our Company is a leading provider of traditional and digital financial services worldwide. We are actively seeking People Leaders to join our team and help us shape the future of banking for our customers. If you are successful, we want you to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success.
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 around 12-18 direct reports in our Global Service Center, developing others while learning new skills and supporting customers with their financial needs. 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.
As an International Consumer People Lead you will:
Support specialists as they service customers through various channels that include telephony, chat, cases and/or social media on the following areas:
Resolving general account maintenance/management concerns, which includes disputes/claims, processing and managing payments.
Handling fraud-related work that include, but not limited to, reviewing new customer onboarding, payment/transaction profiling, claims processing, fraud losses recovery, etc.
Capturing and resolving complaints.
Make key decisions in ensuring the contact centre is able to continue business operations and offer support to customer during resiliency/BCP situations.
Optimise performance across key operational OKRs/KPIs, financials and people metrics, smashing team goals.
Work collaboratively with the relevant squad teams to continuously improve operational and business performance to optimise both the customer and employee experience, creating those moments of truth when they really matter.
Own site-wide projects/initiatives that are aimed delivering business priorities.
Work schedules vary and could include a schedule that includes working in the evening and on the weekend. Work location is in Alliance Global Tower (AGT).
The correct individual for this role will:
Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care!
Lead colleagues and self, through times of ambiguity.
Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success.
Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals.
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.
Be a Change Champion and Owner for processes and products for colleagues and customers.
Understand and research customer behaviour and share knowledge with wider team and peers.
Become a multi-channel expert across all platforms and functions that we operate across
Have intrinsic passion to coach and support delivery of first class service to colleagues and customers.
Be a critical thinker - establish root cause and champion and own change to improve delivery.
Be an advocate of our brand and lead and act as a role model to all colleagues and peers.
Have passion to self-learn and develop others within their team and area.
Have the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers.
Bring themselves to work, encourage and create an environment where their team can also bring themselves to work.
Identify ways to support inclusion and diversity.
Leadership Skills:
Develop, motivate, and lead team of personal bankers
Lead by example and coach on key behaviors to drive results
Responsible for performance management
Select and retain talent
Identify ways to support diversity and inclusion
Customer Focus
Resolve employee and escalated customer problems and enquires
Operates with urgency and meet deadlines
Communication Skills
Communicate really well, both verbally and written
Ability to influence internal and external business partners
Build and manage relationships within and outside the business
Problem Solving Skills
Ability to delegate tasks
Conflict resolution skills
Prioritize diverse workloads
Analytical Skills
Participates in execution of strategy
Specialized functional or technical knowledge that allows for independent thought and action on important department activities
Required to abide by all applicable regulatory and department practices and procedures
Drive risk and control initiatives
Computer Skills:
Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
Fluency in Windows Operating Systems and Microsoft Office tools
Essential Experience for this role:
Minimum 5 years of contact centre experience
Minimum 4 years people leadership/management experience supporting the aforementioned fraud operations function.
Minimum 1 year in banking/financial experience.
Digitally Savvy across different medians
Experience in omni channel servicing is preferred.
Performance Management and Coaching.
Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools.
Fluency in Windows Operating Systems and Microsoft Office tools.
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 professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
JPMorgan Chase

Metro Manila
Permanent
Full-time