JPMorgan Transactions Manager II 

United States, Ohio 

151020798

JOB RESPONSIBILITIES

As a Transactions Manager II in the Integrated Monitoring and Control Center (“
IMCC”) department operates out of Columbus, Ohio, and Bengaluru, India. The group provides 24 x 7 x 365 support to maximize the customer and employee experience through proactive oversight of operational issues impacting the normal flow of the business.IMCC supports more than 90 applications by monitoring their health, production environments, and job and file transmission. The team acts as a liaison between support groups and the line of business providing a pathway to resolution assistance. You will manage, coordinate and direct the daily operations of a large team of non-exempt and exempt staff members to meet overall department productivity goals in a timely manner.

• Manages individual contributors or other managers with end-to-end responsibility for one or more transaction processing processes or regions.
• Provides subject matter expertise based upon a full understanding of technical, domain and operational aspects of the function.
• Drives change and complex initiatives, and serves as escalation contact for the team for any issues.
• Develop and lead team of managers who inspire others to be their best.
• Partners with peer site leader in Bengaluru, India to ensure consistency across locations.
• Drive a high-performance culture through proactive performance management leveraging both quantitative and qualitative metrics.
• Resolve complex and escalated employee and customer problems and inquires.
• Focus on the customer experience and the organizations business goals.
• Recommends and assists in documenting enhancements to improve effectiveness and efficiency of services and systems.
• Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents.
• Handle special projects and tasks as assigned by Management.

REQUIRED QUALIFICATIONS, CAPABILITES AND SKILLS:

• Requires 3 year of experience in Operations, including Risk & Control and evaluating risk
• 2 years leading experience
• Oral & written communication skills, problem solving skills and strong Organizational skills
• MS Office skills- Advanced
• Attention to detail and able to work and make decisions with minimal supervision
• Business processes and procedures / Process efficiency / LMOS or Lean Management Operating System
• Product knowledge and the ability to lead team members through problem solutions
• SQL Knowledge
• Flexibility - This role will oversee two shifts
• Project Management

PREFERRED QUALIFICATIONS, CAPABILITES AND SKILLS:

• Previous Call Center experience
• Previous leadership skills of managing other leaders or supervisors
• Bachelors Degree
• Abilities to multi-task and make decisions quickly

Schedule Monday-Friday 8:00am-5:00pm