JPMorgan Collection Division Leader 

United States, Arizona, Tempe 

888498613

Job summary

As a Division Leader in Credit Card Collections, you will be responsible for the day-to-day operations and strategic planning for the Card Service Team, including but not limited to, service levels and operations business objectives. You will support and develop a team of 3-8 Team Leaders with 125 indirect nonexempt specialists through regular coaching and feedback sessions, while assisting with the coordination of internal operation activities. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

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
• Experience working within a large department or group within an Operations function, with a focus on relationship management
• 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.
• Ability to interpret and analyze data
• 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
• Advanced proficiency with computer functions including Windows Operating Systems and Microsoft Office tools