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JPMorgan Operations Supervisor - Customer Assistance United States, Arizona, Tempe 943323450
28.01.2025
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Job responsibilities:
- Drive exceptional performance by effectively communicating clear directions and purpose
- Coach and develop staff to ensure all Business Objectives are met
- Ensure all work is processed within assigned service levels and meets Legal/Compliance requirements
- Partner with Leadership team to identify and implement process/procedural enhancements
- Create and maintain open communication with employees as well as peers, Leadership team and other Lines of Businesses
- Ensure employee engagement and career development are effectively managed
- Identify any gap in processes and recommend solution(s) to drive efficiency and effectiveness
- Complete performance reviews, development plans and annual reviews for reporting staff on a timely basis
- Ensure adherence to operating procedures, legal and compliance regulations and IT Policies to minimize risk
- Resolve complex issues and exception items
- Oversee department projects and introduce new procedures to the staff
Required Qualifications, Capabilities, and Skills:
- Strong self-starter who can proactively engage a virtual, cross organizational/functional team
- Strong interpersonal skills such as influence management and analytical/problem solving
- Minimum of three years of call Center or other Customer Service Operations management experience.
- Enhanced focus on customer service
- Responsible for being a culture carrier -- ensuring employee engagement and career development are effectively managed
- Excellent verbal and written communication skills
Preferred Qualifications, Capabilities, and Skills:
- Working knowledge of the following systems: Microsoft office, MSP, Default Workflow, MBWS, Webstats, Kana.
- Enhanced skills to be able to understand and comprehend mortgage business processes and be able to navigate through procedures independently.
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