people lead - International consumer cebuJPMorgan 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 Chase UK - a leading provider of traditional and digital financial services worldwide. We are looking for self-motivated leaders with a passion for leading in a dynamic, fast-paced, customer and colleague centric environment.
 
We are looking for self-motivated leaders with a passion for leading in a dynamic, fast-paced, customer and colleague centric environment.
As an International Consumer People Lead, you will lead a team of around 12-18 specialists 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.
Job Responsibilities:
Support specialists as they service customers through various channels that include telephone, 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.
As an International Consumer People Lead, you 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 yourself to work, encourage and create an environment where your team can also bring themselves to work.
Identify ways to support inclusion and diversity.
Required qualifications, capabilities, and skills:
Minimum 5 years of contact centre experience
Minimum 5 years people leadership/management experience in a customer service business.
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.
Experience supporting fraud and complaints are a definite plus
Willing to work on shifting schedules including graveyard and on the weekend. Work location is in Alliance Global Tower (AGT).