JPMorgan Account Manager II - Card Customer Service 

United States, Texas 

963645379

Job responsibilities

• Lead and Manage a team of 9 Account Supervisors/Team leaders performance, leading by example and coaching on key behaviors to motivate sustained results
• Utilize performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards
• Ensure assigned area is adequately staffed and all personnel are appropriately trained and developed
• Led performance management as well as selecting and retaining talent
• 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
• Knowledge of professional discipline and applicable knowledge 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
• Advanced proficiency with computer functions including Windows Operating Systems and Microsoft Office tools
• High School Diploma/GED

Preferred qualifications, capabilities, and skills

• Bachelor’s Degree