JPMorgan International Consumer Business – Account Supervisor Everyday Banking 

Philippines, Cebu City 

708110769

Job Responsibilities:

• Support specialists as they service customers through various channels that include telephony, chat and cases in resolving general account maintenance/management concerns, which includes disputes/claims and complaints.
• Manage employee and team performance by coaching to behaviors that impact key performance indicators. Regularly conduct staff meetings, individual coaching conversations and reviews.
• Manage work schedules and overtime hours for the team, making sure that all shifts are covered
• Participate in the firms Talent Management Strategy through internal and local discussions with Division Leads on Talent Identification and Reviews.
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Handle customer escalations and complaints in a professional and efficient manner
• Participate local and division projects/initiatives/workstreams that are aimed delivering business and people priorities.
• Analyze data to identify trends and recommend system and/or process improvements
• Identify opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations

Required qualifications, capabilities, and skills:

• Must be willing to work in rotating schedules and shifts
• Must be willing to work in an environment that supports customers on both phone, chat, cases and back office channels.
• Minimum 5 years of contact centre experience, and a minimum of 1 year banking/financial experience.
• Minimum 2 years people leadership/team management experience supporting contact center operations