JPMorgan Account Manager 

Philippines, Quezon City 

167195877

Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships. As an Account Manager I in Home Lending, you will directly manage a group of Specialists and/or Analysts who are responsible for engaging with our customers to offer options that provide appropriate solutions and/or processing the work associated with this function. You will also be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, and managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and control guidelines within complex functions and processes, which will involve higher level decision making and empowerments. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. And, you will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

• Executes on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business, including developing and delivering executive and external reporting and other communications.
• Makes informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.
• Identifies and own end-to-end process improvement opportunities, which may include recommending solution(s), developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.
• Ensures team’s adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.
• Manages team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.
• Demonstrates the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation.

• Minimum 3 years of experience in customer service or in the function being managed.
• Solid grasp of customer satisfaction principles.
• Strong verbal and written communication skills.
• Influencing skills.
• Change management skills.
• Prioritization skills.
• Data analysis skills.
• High School diploma/GED required.

• Previous financial industry experience
• People management experience
• 2 years of experience in a call center environment, for call center roles

Work hours will vary within a fulltime, 40 hour per week schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends and holidays. Specific information will be provided by the recruiter.

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

You will be required to attend training onsite, regardless of your work location. Your schedule and work location will be established based on business needs (e.g., working onsite, at your home office, or a combination of both).