JPMorgan Client Center Quality & Culture Manager 

United States, New York 

908813369

Job Responsibilities

• Manage daily quality focus and customer satisfaction to provide best-in-class hospitality experiences within our new headquarters.
• Develop and maintain positive relationships with the other departments within the building to ensure Amenity Service employees are trained on the needed skills to successfully perform their jobs to attain service excellence.
• Foster a sense of community among all aspects of the Client Center and other departments within our new headquarters.
• Develop and implement action plans for service improvement strategies that support Amenity Services strategic direction.
• Oversee development and implementation of Amenity Service specific training programs based on actionable items.
• Monitor and conduct department specific learning and development reviews with aim to innovate and improve services provided.
• Prepare annual training plans and training calendars for the Client Center that reflect performance gaps and learning needs.
• Creating Quality strategic plan and supporting other department heads in creating the department strategic plans. Markets the plan and programmed training and initiatives to continually improve services.
• Foster a positive work environment that encourages teamwork, communication, and professional development.
• Maintain relationship with vendors, suppliers and other stakeholders to ensure Amenity Service quality goals are achieved.
• Develop and implement Voice of the Customer program to manage customer feedback and execute on a service driven program.

Required qualifications, capabilities and skills

• Bachelor's degree required,.
• Strong client focus
• Travel as required for trainings and business needs
• Strong business management, analytical, and presentation skills
• Excellent communication skills – oral and written to develop written correspondence and training materials.
• Minimum 10 years recent and relevant management experience in hospitality or business environment.

Preferred Qualifications, capabilities and skills

• Master's degree preferred
• Team Management
• Ability to influence and inspire a large team at varying levels of experience, candidate presenting themselves with an uplifting, positive personality as well as presenting a high degree of confidentiality