JPMorgan Chase Jobs – Account Manager VP

About the job

Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. As Vice President/Operations Manager for Chase Merchant Support call center, you will be responsible for leading our call center teams, manage the day-to-day operations of the department and ensure that business objectives are consistently achieved. The position involves closely partnering with various stakeholders to lead local strategies for sustainable performance, improve enterprise-wide processes, and meet business objectives.

Description For Internal Candidates

Principal Duties and Responsibilities (in order of importance)

• Provide overall management and oversight of Operations that span businesses and products; 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 account specialists 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

Core Competencies

Building Relationships and using Influence

• Sets a vision and can gain buy-in and support to deliver
• Self-evident interpersonal skills with the proven ability to influence and achieve alignment across a range of different opinions and interests
• Excellent communicator and listener who is able to present persuasive arguments to executives and customers
• Ability to develop consensus within a matrix-managed organizational climate of diverse operational activities

Executing for Results

• Confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
• Sets strategy and drives execution; translates strategy into clear actions for the team to achieve organizational results
• Possesses an extensive and distinctive delivery track record
• Translates the mission of the organization into actionable, quantitative plans
• Possesses high levels of positive energy and endurance
• Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance

Business Acumen& Domain Knowledge

• Strong analytical skills, strategic
• Consistently evaluates decisions in terms of impact to the business
• Translates hidden opportunity in an organization into results
• Experience with call/contact centers, business strategy and operations management

Technical Skills

• Must demonstrate prior work history and experience using an extensive suite of tools and systems to manage day-to-day operations
• Ability to present complex information in an understandable and compelling manner
• Experience with statistical / trend analysis including merging multiple data points, creating ad hoc reports and translating results into strategy is required

Knowledge and Experience

• Customer service experience, preferably servicing customers in a technical support environment
• Has a passion for excellence-experience in successfully driving and delivering KPIs and process improvement projects
• Leading and Motivating People – experience in leadership in coaching and developing employees
• Experience in a financial services/fintech company
• Knowledge of computer software systems such as Microsoft Office, including using spreadsheets and databases
• Proven track record of identifying, building, and attracting talent
• Capacity planning, workforce management, budget
• Bilingual English/French is preferred

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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans