JPMorgan Account Manager - Advance Merchant Support Services 

Philippines, Cebu City 

169222013

As an Account Manager I within the Advance Merchant Support team of Merchant Services, you will oversee daily operations, ensuring the successful execution of maintenance activities for our line of business. Your primary responsibility will be to balance quality and production, fostering a positive team environment. You will act as an escalation point for team members, assisting in the resolution of complex issues. Additionally, you will support business initiatives, including representing the department in strategic system enhancement projects.

Job Responsibilities

• Performs Stakeholders/Merchants facing activities through various mediums (Zoom/Email/Phone calls), to successfully execute a request by explaining policies and procedures
• Monitor account specialist activities and key performance indicators. Coach and develop 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
• Leverage resources to monitor case aging, case-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity
• Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the AMS is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed
• 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
• Support business initiatives, inclusive of representing department in strategic system enhancement projects

Required qualifications, skills and capabilities

• Demonstrated leadership experience (directly managing staff)
• Strong knowledge of payment processing industry and related procedures and products
• Experience in supporting operational process changes and system enhancements
• Must be willing to support after-hour (evenings/weekends) account escalations as necessary. Must be willing to work in an environment that requires some phone based client interactions
• Advanced analytical skills with the ability to adapt quickly to change. Critical thinking, problem solving, and interpersonal skills
• Ability to influence employee morale. Ability to multi-task and be self-directed. Ability to provide professional and interpersonal communication when interacting with others
• Excellent communication skills (verbal and in writing). Proficient in MS Office (Excel, PowerPoint, Word)