MS - CMS - Operations Team Manager

MS - CMS - Operations Team Manager

JP Morgan Chase & Co.
2-5 years
Not Specified

Job Description

Job Description :
Chase Merchant Services, a business unit within Consumer and Commercial Banking, it is is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase s consultative approach helps today's small and emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale, Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.
Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Service Operations Team Manager is is responsible for leading our call center &/or back-office teams.
This role is responsible for leading a team of Sr. Specialists. In addition, partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product,and Technology managers to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients delivering superior service and quality using all.
This position will have responsibility for: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.
Principal Duties and Responsibilities
  • Monitor Chase Advanced Support Associates and Specialists activities and key performance indicators.
  • Coach and develop Advanced Support Associates and Specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results.
  • Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency.
  • Effectively leverage resources to monitor case aging, call-type patterns and isolate developing trends, identifying opportunities for procedural changes within Advanced Support along with other departments, to increase productivity.
  • Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure Advanced Support is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed.
  • Assist theWorkforce Management group as warranted to coordinate employee scheduling and monitor daily schedule adherence.
  • Assist 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 leadership.

Core Competencies
  • Advanced analytical skills with the ability to adapt quickly to change
  • Knowledge of computer software systems such as Microsoft Office, includingusing and creating spreadsheets and databases.
  • Critical thinking, problem solving, and interpersonal skills.
  • Ability to influence employee morale.
  • Must be ableto multi-task and be self-directed.
  • In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.
  • Excellent verbal and written communication skills
  • Ability to provide professional and interpersonal communication when interacting with others

  • Minimum of 3years customer service experience, preferably servicing customers in a technical support environment
  • Minimum of 2 years of management experience (directly managing staff)
  • Must be willing to work in an environment that requires phone based customer interactions
  • Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
  • Must be willing to work overnight & shifting schedules

Job Details

Employment Types:



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.

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