JPMorgan Merchant Solution Center Team Manager - Bilingual French/English 

United Kingdom, England 

61537470

• Lead and inspire a team of account specialists.
• Monitor key performance indicators and specialist activities.
• Coach and develop specialists for continuous skill improvement.
• Analyze operational performance and recommend process improvements.
• Leverage resources to monitor case aging and call-type patterns.
• Liaise with other departments on projects and workflow processes.
• Assist Workforce Management with employee scheduling.
• Handle escalations and provide support to internal customers.
• Participate in hiring and performance management activities.
• Administer corrective disciplinary actions as needed.
• Manage special projects and tasks assigned by leadership.

Required Qualifications, Capabilities, and Skills:
• Bilingual English/French is mandatory due to interactions with our Canadian clients and business leaders.

• Direct management experience.
• Willingness to engage in phone-based customer interactions.

• Advanced analytical skills and adaptability to change.
• Excellent verbal and written communication skills.
• Professional and interpersonal communication abilities.
• Proficiency in Microsoft Office and database management.
• Critical thinking, problem-solving, and interpersonal skills.
• Ability to influence employee morale.
• Self-directed and capable of multitasking.

• Customer service experience in a technical support environment.
• Strong knowledge of payment processing industry and regulations.
• Relevant work experience in customer service, typically four years or more.

• Must be willing to work schedules through till 1am, including evenings, weekends, and Bank holidays.
• Must be willing to work in office as directed by company policy.