Organization Description

Our Consumer & Community Banking (CCB) 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.

Centralized Transaction Operations (CTO), which is aligned under CCB which provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers.

Banking Center Service & Resolution (BCS&R) is one of the core functions of CTO. BCS&R is a critical partner to Commercial Banking, Consumer & Community Banking (CCB) and the Corporate & Investment Bank (CIB), and works closely with internal CTO partners. BCS&R provides a variety of operational and financial controls, as well as compliance assurances, to mitigate risk for our customers and the company. BCS&R includes several Centers of Excellence that are recognized company-wide for their exemplary service and support.

Job responsibilities

Customer Resolution Services is seeking a leader for our Input and Support team. This team is responsible for receiving and process in adjustment requests and inquiries through a variety of channels, researching reconciliation differences, as well as incoming and outgoing mail. Day to day responsibilities include:

• Lead team of 12-16 team members based in Indianapolis and maintain an effective working partnership with our peer location in Bengaluru.
• Manage all aspects of daily team performance including productivity, quality, controls, and engagement.
• Partner with department training specialist to maintain knowledge and skill development.
• Partner with change manage program to ensure the team is prepared for system & process enhancements.
• Partner with department and CTO peers to ensure effective communication regarding volume fluctuations to improve customer experiences and mitigate risks.
• Maintain strong controls in partnership with internal functions and in accordance with company policies and regulatory changes.
• Guide & build employee engagement practices, instill culture of coaching, help staff members identify the connection between their day-to-day work & improved customer experience.

Required qualifications, capabilities, and skills

• Minimum 3+ years industry experience, preferably in financial services
• Motivate, mentor, and lead talented professionals to deliver outstanding results
• Strong judgment in balancing risk management and customer experience dimension
• Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)

• Excellent written and oral communications, including the ability to simplify and communicate complex issues for a variety of audiences
• Industry Knowledge on Consumer Banking, Compliance & regulatory practices

Organization Description

Our Consumer & Community Banking (CCB) 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.

Centralized Transaction Operations (CTO), which is aligned under CCB which provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers.

Banking Center Service & Resolution (BCS&R) is one of the core functions of CTO. BCS&R is a critical partner to Commercial Banking, Consumer & Community Banking (CCB) and the Corporate & Investment Bank (CIB), and works closely with internal CTO partners. BCS&R provides a variety of operational and financial controls, as well as compliance assurances, to mitigate risk for our customers and the company. BCS&R includes several Centers of Excellence that are recognized company-wide for their exemplary service and support.

Job responsibilities

Customer Resolution Services is seeking a leader for our Input and Support team. This team is responsible for receiving and process in adjustment requests and inquiries through a variety of channels, researching reconciliation differences, as well as incoming and outgoing mail. Day to day responsibilities include:

• Lead team of 12-16 team members based in Indianapolis and maintain an effective working partnership with our peer location in Bengaluru.
• Manage all aspects of daily team performance including productivity, quality, controls, and engagement.
• Partner with department training specialist to maintain knowledge and skill development.
• Partner with change manage program to ensure the team is prepared for system & process enhancements.
• Partner with department and CTO peers to ensure effective communication regarding volume fluctuations to improve customer experiences and mitigate risks.
• Maintain strong controls in partnership with internal functions and in accordance with company policies and regulatory changes.
• Guide & build employee engagement practices, instill culture of coaching, help staff members identify the connection between their day-to-day work & improved customer experience.

Required qualifications, capabilities, and skills

• Minimum 3+ years industry experience, preferably in financial services
• Motivate, mentor, and lead talented professionals to deliver outstanding results
• Strong judgment in balancing risk management and customer experience dimension
• Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)

• Excellent written and oral communications, including the ability to simplify and communicate complex issues for a variety of audiences
• Industry Knowledge on Consumer Banking, Compliance & regulatory practices