3 days old

JPMorgan Chase & Co.
Elgin, IL 60120
  • Job Code

Commercial Card- Client Experience Team Lead, Associate

Job Description

Client Experience Team Leader  â€“ Commercial Cards (Elgin)

As a Client Experience Team Leader, you will have the opportunity to join a new and expanding team within the Commercial Card Line of Business. 

In this role, you will be responsible for management of the Client Experience Coordinator team including developing end to end processes, managing a small team (3-6 direct reports) and completing metrics / ensuring adherence to SLAs.  Your team will be an integral part of the support model for Commercial Card’s largest and most strategic clients.  Responsibilities for this team include coordinating, processing and executing work on behalf of our clients.

As your team will be a net new team within Commercial Card, your initial responsibilities will include designing and developing team processes and procedures.  You will look critically at existing processes to determine how to complete efficiently and will champion continual improvements. On-going you will manage the capacity plan and metrics for the team, ensuring adherence to SLAs and providing corresponding coaching to the team.

You will excel in this role if you:

  • Prefer a faster paced environment with high level of variability in day to day responsibilities

  • Are highly organized and detailed oriented

  • Continually challenge status quo to find optimal efficiency

  • Have experience in building and sustaining strong teams as well as mentoring employees to succeed and grown in their careers

  • Are continually focused on the client experience.

·         Proven leader, with developed ability to attract, train, and develop motivated employees as substantiated by 5+ years of overall experience and 2+ years of direct or matrix-management experience

·         2+ years of experience in a client facing role with the ability to successfully manage internal and external expectations and perceptions

·         Proven ability to work both independently as well as a member of high performance-output teams in a fast-paced, deadline driven environment.

·         Ability to build and sustain relationships coupled with excellent verbal and written communication skills

·         Demonstrate ongoing level of excellence in communication, team building, and quality delivery.

·         Exhibit effective and creative problem solving techniques with appropriate/effective escalation path as necessary.

·         Drive positive change through a demonstrated focus on efficiencies, productivity and continual process improvements.

·         Demonstrated solid understanding and production of metrics reporting and capacity planning

·         Deep experience in procedural development and process flow documentation

·         Technically, strong knowledge of Visio and Excel and exhibit analytical skills coupled with independent and reliable decision-making skills.

·         Maintain a commitment to ongoing personal growth and development.

  • Demonstrated ability to simultaneously drive, manage and effectively execute multiple projects

To be considered for this role, you may be required to complete a video interview powered by HireVue

Req #: 190113939
Location: Elgin, IL US
Job Category: Product Management
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

Keyword: card%20services


Posted: 2020-01-14 Expires: 2020-02-13

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JPMorgan Chase & Co.
Elgin, IL 60120

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