JPMorgan Account Manager III - VP Online Private Client Retail 

United States, Texas, Houston 

43864971

As an Account Manager III - VP Online and Private Client - Retail in Consumer & Community Banking (CCB), 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. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

Job Responsibilities:

• Define and lead end to end strategy and initiatives to support the Online segments
• Own overall performance and initiative implementation across all online segments
• Collaborate with teams across LOBs and functional areas (e.g., data science, finance, product, marketing) to progress overall objective
• Define the scope of projects, setting clear objectives and deliverables
• Lead teams in project execution to identify issues and actionable opportunities, design solutions and quantify potential impact to the business
• Develop and deliver CEO-level executive communications
• Develop junior team members both formally and informally
• Serve as the primary liaison for matters related to controls, legal, and compliance, ensuring all initiatives adhere to relevant regulations and standards
• Determine channel KPIs and operational metrics for reporting and optimization
• Partner with data and analytics teams to create performance and reporting dashboards

Required qualifications, capabilities and skills:

• 5 years of Call center experience, with expertise in online segments
• Experience in setting up and evolving new operational processes
• Experience in leading strategy and implementing initiatives across different business segments.
• Strong ability to communicate clearly and persuasively with diverse audiences, including executives, team members, and stakeholders
• Ability to analyze complex data, identify problems, and develop effective solutions with strong organizational skills to manage multiple projects and timelines simultaneously
• Ability to build and maintain strong relationships with partners and stakeholders to drive change and achieve strategic goals
• Resilience and determination to overcome challenges and maintain focus on objectives.
• Strong project management skills
• Proficient in Microsoft Suite (Word, Excel, PowerPoint)
• Highly adaptable, curious, and possessing a growth mindset and the ability to think both analytically and creatively when planning and problem-solving

Preferred qualifications, capabilities, and skills:

• Experience working within a large, matrixed organization or across business functions
• Strong understanding of Contact Center systems and tools
• Solid experience with Tableau is a plus
• Demonstrate experience in financial services industry
• Bachelor’s degree in Marketing, Communications, Business, or a related field