JPMorgan Collections Manager II - Card Heathrow FL 

United States, Florida 

173273531

Employer Description

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Job summary

As a Collections Manager II in Credit Card Collections, you will be responsible for leading multiple collections teams, ensuring that all teams operate efficiently and deliver optimum performance. This role involves overseeing the day-to-day operations of the collections process, ensuring teams are providing best in class customer support, implementing strategic initiatives from senior leadership and ensuring compliance with relevant laws and regulations. You will work closely with your Supervisors to optimize performance, improve processes and contribute to the overall success of the collections operation.

Job responsibilities

• Lead and manage a team of 3-8 Account Supervisors/Team Leaders performance, leading by example and coaching on key behaviors to motivate sustained results
• Lead and utilize performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards as well as selecting and retaining talent
• Ensure assigned area is adequately staffed and all personnel are appropriately trained and developed
• Assist in oversight of day-to-day coordination of internal operation activities, including inventory management, customer service, management reporting, and data production
• Perform root cause analysis and provide clear and concise documentation on steps taken to resolve open gaps and promoting continuous improvement initiatives
• Develop strategic site plans focused on enhancing the customer service experience and employee experience, and driving goal achievement
• Execute on root-cause analysis of risk and compliance issues and client/customer/stakeholder complaints
• Handle exception items, resolves complex issues, and assists with line of business projects
• Interact and develop strong, collaborative partnerships with a variety of internal periphery departments

Required qualifications, capabilities, and skills

• Five years of leadership/management experience in collections
• Experience working within a large department or group within an Operations function, with a focus on relationship management
• Ability to handling conflicting priorities
• Strong communication and interpersonal skills
• Ability to influence decisions as well as influence internal and external business partners
• Leadership skills including but not limited to delegation, conflict resolution, and prioritization of diverse work loads
• Ability to be flexible, adhere to tight deadlines and perform in a constantly changing environment.
• Strong analytical, problem-solving, and decision-making abilities
• Excellent communication and interpersonal skills with the ability to effectively present data analysis to senior leaders in a clear and effective manner
• High School Diploma/GED

Preferred qualifications, capabilities, and skills

• Bachelor’s Degree
• 5+ years in a senior leadership role overseeing multiple teams
• Proven track record of successfully managing large, complex collections operations
• Advanced proficiency with computer functions including Windows Operating Systems and Microsoft Office tools