merchant services - account Supervisor - ecc (cebu): 210453140JPMorgan Chase & Co. - Cebu & Manila Operations

Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Service Operations Account Supervisor is responsible for leading our call center &/or back-office teams.
 
Description for External Candidates
 
This role is responsible for leading a team of Sr. Specialists.  In addition, partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product, and Technology managers to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants.  This role is also responsible for interacting, educating and supporting Relationship Managers and their clients delivering superior service and quality using all.
 
This position will have responsibility for: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.
 
Job Responsibilities: 
Cross train on other queues
Serve as a coach; Serves as interim manager when team manager absent
Possess advanced proficiency with Excel used for problem solving, impact quantification and reporting
Perform quality monitoring and provide Specialist feedback 
Assess queue volume and recommend or reconfigure workflow distribution and priorities
Process exception approvals and escalated merchant concession determination
Partner with Risk and Strategy resources on research and automation opportunities
Author and/or review procedure updates and attest to accuracy
Assist with department communication
Work with Operational Readiness teams to ensure business preparedness for changes implemented
May be consulted with or asked to help drive resolution to production issue including root cause analysis
Present business updates regarding overall health of team and work performed
Core Competencies: 
Advanced analytical skills with the ability to adapt quickly to change
Excellent verbal and written communication skills
Ability to provide professional and interpersonal communication when interacting with others
Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.
Critical thinking, problem solving, and interpersonal skills. 
Ability to influence employee morale.
Must be able to multi-task and be self-directed.
In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.
Required qualifications, capabilities, and skills:
Minimum of 3 years customer service experience, preferably servicing customers in a technical support environment.
Payments background is a plus
Minimum of 1 year of management experience (directly managing staff)
Must be willing to work in an environment that requires phone based customer interactions
Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
Must be willing to work overnight & shifting schedules