JPMorgan Account Manager – Commercial Card Claims Global Ops 

Philippines, Quezon City 

386139104

As a Commercial Card Claims Account Manager is responsible for leading a team of Claims Specialists: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Account Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.

Job Responsibilities:

• Leads a team of Claims Analyst and provide operations support (e.g. people development, training, performance management)
• Manages relationship with internal clients and external clients, anticipate needs, take feedback, run conference calls, facilitate in person client meetings
• Monitors Claims Specialists activities, including attendance and timeliness, phone usage, call quality, and ongoing training and development.
• Assists analysts and the Leadership team with escalations, and assist internal customers with questions and/or general support needs.
• Monitors and actively prioritizes workloads for both Commercial Card and Prepaid Processes
• Takes responsibility for the quality of work submitted and ensures highest standards are maintained
• Manages projects and conducts User Acceptance Testing for process and/or tools enhancements
• Liaises with others departments on projects assigned and/or workflows exist between groups
• Facilitates RCSA and annual testing; conducts Job Aid Reviews
• Supports and drives goals and objectives of the function and the location

Required qualifications, capabilities, and skills:

• Minimum of 3 years of team management experience
• Critical Thinking, Problem Solving, and excellent interpersonal skills
• Excellent in both written and verbal communication skills
• Intermediate to advanced analytical skills and has strong knowledge of business applications such as Microsoft Office (excel, database)
• Intermediate to advanced data visualization skills (Tableau, SharePoint, PowerPoint)

Preferred qualifications, capabilities, and skills:

• Team manager experience preferably servicing customers in the Chargeback/Disputes line of work
• Project Management Skills
• Trained on Business Change Management
• Financial and/or Data Analytics background