דרושים Customer Service ב-United States, Ohio, Columbus

J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.

As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.

Job responsibilities

• Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
• Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
• Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
• Drive operational results (SLAs and KPIs and the delivery of excellent service
• Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
• Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
• Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
• Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
• Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.

Required qualifications, capabilities, and skills

• FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
• Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
• Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
• Experience managing KPIs and SLA’ s as well as client-company relationships
• Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
• Passion for learning new things every day and a continuous improvement mindset

Preferred qualifications, capabilities, and skills

• 2+ years supporting service teams in a leadership capacity
• 4+ years experience with Client Service / Contact Center solutions
• 4+ years experience with CRM and help desk software
• Lean / Six Sigma certification
• Exposure to a wide array of financial products
• Series 9 and 10 licenses preferred
• University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory

As the Risk Technology UI & Workflow Platforms Lead at JPMorgan Chase within the Risk Tech organization, you will lead a technical area and promote impact across teams, technologies, and projects within various departments. You will leverage your extensive knowledge of software, applications, technical processes, and product management to oversee multiple complex projects and initiatives. In this role, you will serve as the primary decision maker for your teams, fostering innovation and ensuring effective solution delivery.

Job responsibilities

• Leads technology and process implementations to achieve functional technology objectives
• Makes decisions that influence teams’ resources, budget, tactical operations, and the execution and implementation of processes and procedures
• Develops and maintains a product roadmap outlining the planned features and enhancements
• Monitors product performance and user feedback to identify areas for improvement and make data-driven decisions
• Carries governance accountability for coding decisions, control obligations, and measures of success such as cost of ownership, maintainability, and portfolio operations
• Delivers technical solutions that can be leveraged across multiple businesses and domains
• Influences peer leaders and senior stakeholders across the business, product, and technology teams
• Champions the firm’s culture of diversity, opportunity, inclusion, and respect

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and proficient expert experience
• Significant experience of developing or leading cross-functional teams of technologists
• Experience of building technical platforms/products and achieving adoption across a large organisation
• Proven experience of leading a product as a Technical Product Owner or Technical Product Manager
• Proven understanding of platform architecture and development
• Excellent leadership, communication, and interpersonal skills
• Skilled in hiring, developing, and recognising talent

Preferred qualifications, capabilities, and skills

• Financial Services experience
• Degree qualified

As awithin the

Job responsibilities

• Develops a product strategy and product vision that delivers value to customers
• Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Manages stakeholder relationships, engineering, architecture, and diverse product teams to understand needs, integrate with recommendation engine, and drive results
• Communicates effectively and frequently; Share strategy, roadmap, progress, and insights broadly; Tailor narrative and cadence for different audiences
• Be a knowledge hub; Exhibit curiosity about digital product experience and connect it to teams for impactful change
• Solve technical and customer problems; Define issues and understand our platform's role in the Chase ecosystem. Evaluate current and future technologies for technical products

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in product management or a relevant domain area
• Advanced knowledge of the product development life cycle, design, and data analytics
• Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• A customer obsessed individual with the ability to build and maintain good, productive relationships with engineers and technical partners, and an ability to translate customer needs into clear product delivery or technical requirements.
• Experience driving change within organizations and managing stakeholders across multiple functions
• Demonstrated ability to build a robust partnership with the Quad (Product, Experience, Tech / Architecture / Data & Analytics) to achieve superior results
• Good team player and leader inspires action and performance of their team and builds credibility across the enterprise.
• Ability to translate disparate insights and data sources into clear, measurable, scalable features and deliverables.
• Demonstrated ability to drive change through influence and collaboration across a matrix organization in a highly dynamic environment. Good partnership, consulting, and influence skill

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization
• Deep understanding of the needs of retail branches, branch associates, and their leadership as key end users and stakeholders and experience rolling out mission-critical software to the field
• Passionate and vocal, balanced with a willingness to learn and collaborate and work across all levels and backgrounds
• Structured thinker, effective communicator, concise and impactful with excellent written and oral communication skills
• Ability to prioritize a large book of work, meetings, team dynamics, and overall delivery
• Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership level audience
• Experience leading Product team, working in financial services, acquisition, digital products, online and mobile platforms, etc.

You will serve as a subject matter expert, coordinating between providers and consumers to ensure business data is understood, fit for purpose, and integrated into analytics platforms. Your accountability extends to identifying and mitigating data risks throughout the data lifecycle in compliance with Firmwide policies and standards.

Job Responsibilities:

• Develop operational procedures for data delivery supporting business operations and strategic objectives.
• Define and document data requirements for key stakeholders.
• Leverage expertise to define metadata and classifiers for critical business data.
• Execute processes to identify, monitor, and mitigate data risks across the data lifecycle.
• Partner with technology and business resources to investigate and remediate data issues.
• Collaborate with partners to resolve data issues promptly.
• Develop relationships with data providers and consumers across various functions.

Required Qualifications, Capabilities, and Skills:

• 3+ years of industry experience in a data-related field.
• Subject matter expertise in business or product data or processes.
• Proven ability to execute via internal partnerships.
• Excellent interpersonal and communication skills.
• Analytical thinking and problem-solving skills.
• Structured thinker with good business acumen.
• Bachelor's degree required.

Preferred Qualifications, Capabilities, and Skills:

• Preferred experience in operations data.
• Technical knowledge of data management and governance, big data platforms, or data architecture preferred.