vice president, Account Manager iii-retail operationsJPMorgan Chase

Job Description:
Principal Duties and Responsibilities (in order of importance)
Be responsible for overall management and oversight of Operations that span businesses and products. This includes business planning, strategy, structure, budget and resource allocation
Create a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals
Manage and direct overall team activities and monitors progress
Develop and implement operational plans, actions and programs in support of long-term business objectives and within budget
Operate in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
Assist Associates and Team Leads with escalations and assist internal customers with questions and/or general support needs
Participate in all hiring and Performance Management activities pertaining to the team
Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
Handle special projects and tasks as assigned by Management.
In this role, an individual will be responsible; however, not limited to the following activities:
Providing direct and professional feedback to specialists and Team Leads relating to their day to day activities which includes schedule adherence, quality, production and turnaround times.
Completing side by sides to provide direct feedback based on an individual's designated daily tasks while providing guidance to improve turnaround time, quality, and overall production
Managing to departmental expectations, some of which include service levels, production standards, turnaround times and quality standard by creating daily reporting
Handle request inquiry and escalation calls, where applicable
Complete and manage to daily/weekly/monthly expectations for production, turnaround times and quality
Review daily, weekly, and monthly reports to ensure team consistency
Identify operational efficiencies and provide clear concise recommendations to improve, where applicable
Strong ability to plan, prioritize and execute tasks
Complete ad-hoc projects and requests as needed
Additionally, this individual will help management develop and implement strategies to improve quality by providing feedback regarding trends and making recommendations for revisions to credit policies and/or make recommendations to procedures and proposing ideas to close gaps on missed opportunities and/or process improvements.
The selected individual will thrive in a fast-paced developing environment. Primary responsibilities include managing day to day efforts of a specialized team within CCB Operations. The ability to interface to build strong working relationships with internal partners is another important component of the role.
Qualifications:
Requirements for this position include the following:
Minimum five to seven years of managing experience preferably in a call center environment.
Excellent verbal and written communication skills.
Strong analytical and problem-solving skills.
Approach problems logically and with good judgement to ensure the appropriate outcome for customers and the firm, making appropriate decisions quickly and effectively.
Proven ability to communicate verbally and in writing with internal and external customers and with various levels of management.
Strong ability with a proven track record of providing coaching and talent development.
Ability to manage within a high-paced team environment.
Demonstrate resiliency and adaptability in a fast-paced environment
Possess strong customer focus with the ability to have detailed conversations with our customers, while documenting conversations thoroughly and concisely
Abide by all applicable regulatory and department practices and procedures
Think critically and exercise sound independent judgment
Be results-oriented and demonstrate enthusiasm, resilience under stress, and a will-to-win attitude
Flexibility in adapting to changing volumes, tasks, and areas of focus.
Ability to investigate, recommend and initiate process improvements.
Possess knowledge of accounting and finance concepts.
Open to change, with the ability to quickly learn new processes and adapt to ever changing environment.
Self-starter with strong initiative.
Demonstrated strong analytical thinking, sound problem solving, and independent decision- making ability
Superior oral and written communication skills, with proven ability to interact effectively with customers and internal stakeholders at various levels in the organization
Experience in supporting recommendation when challenged and in negotiating counteroffers, where appropriate
Computer skills specific to Microsoft products and proprietary systems, including ability to navigate multiple systems/windows at the same time
Ability to work independently with a willingness to participate as a team member within a production environment
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.
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.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
JPMorgan Chase

Cebu
Permanent
Full-time