Operations Team Manager

Job Description
Engaging with our customers to offer options that provide appropriate solutions and/or processing the work associated with this function.
Job Summary
As an Operations Team Manager within JPMorgan Chase, you will be responsible for achieving essential service metrics, surpassing financial and productivity targets, and ensuring satisfaction among business partners and employees. You will manage and implement continuous improvement initiatives while adhering to risk and control guidelines within complex functions and processes, involving higher-level decision-making and empowerment. You will ensure all tasks are completed within designated service levels and comply with Legal and Compliance standards. Additionally, you will exhibit outstanding leadership skills to foster an environment where employees are engaged and perform at their best.
Job responsibilities

• Execute 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.
• Make 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.
• Identify 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.
• Ensure team's adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.
• Manage 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.
• Demonstrate 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.

Required qualifications, capabilities, and skills

• Minimum 3 years of experience in customer service or in the function being managed
• Verbal and written communication skills
• Influencing skills
• Change management skills
• Prioritization skills
• Data analysis skills
• High School diploma/GED required

Preferred qualifications, capabilities, and skills

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

If you bring that, we'll take care of the rest! When you join JPMorgan Chase & Co., we'll...

• Offer a competitive base salary and a wide range of benefits including paid time off, savings programs, health care, insurance plans, tuition assistance, and more
• Provide opportunities for professional growth and advancement
• Provide a work environment of high-energy employees that are trained, coached, focused, and driven
• Provide paid classroom and on the job training, including industry leading benefits that start on day one
• Respect and value diversity, integrity, and teamwork

Work schedule
Work schedules will vary. Candidates 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).
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.