JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management. It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange. JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. Customer Service Card Phones Services The Customer Service Team Leader will be responsible for managing, coordinating and directing daily operations of a unit of Customer Service Specialists while maintaining overall team productivity to meet objectives. The position entails delegating various tasks and responsibilities and setting workflow priorities to staff members; introducing new procedures and tracking and coaching individual team members in their performance as well as enhancing customer service coaching techniques to meet and / or exceed goals. Key Competencies LEADERSHIP SKILLS: The individual should be able to engage, organize and inspire others to achieve common goals. Lead and motivate teams effectively: Must be able to manage, coordinate and direct the daily operations of overtime – eligible staff members while maintaining overall team productivity to meet department goals. Excellent Communication skills: Communicates with clarity of thought and purpose. Should be able to effectively compose clear, concise, and crisp messages to a variety of audiences and is able to articulate difficult messages in an effective/positive way. Managing difficult conversations: Drives positive outcomes even when the message is difficult to deliver & is able to face the facts in an objective, responsible and honest manner. Creative and Strategic Thinking: Demonstrates the ability to be creative, pragmatic, and engaged in making decisions and taking actions to drive an improved environment for employees. RESULTS AND EXECUTION: Commits to a course of action and follows through on behalf of people, customers and profitability Sets high standards: Executes effective objectives that are challenging yet realistic. Sets and achieves goals that tie into broader functional/firm goals in a fast-paced changing environment. Demonstrates fortitude to get things done: Is disciplined and organized. Is able to effectively prioritize and reprioritize own work. Acts with a sense of urgency, adjusts quickly to change and demonstrates the ability to delegate effectively. Coaching Skills: Consistently provide feedback/coaching to their team members to help enhance their overall performance on all metrics. Spends time on a daily basis coaching through different mediums (1on1, Side-by-side, offline coaching) Developing others: Is able to invest in the future of their team members by developing them and thereby helping create strong bench strength for the future of the organization. CULTURE, VALUES AND PARTNERSHIP: Creates lifelong relationships and inspires trust while achieving goals Treat all people right and with respect: Respects everyone’s unique voice and differences and is actively seeking out opportunities to attract, hire and leverage diversity on team. Deal with ambiguity: Has the skill to lead others through change with professionalism. Manage crisis situations effectively and efficiently Work across boundaries: Is able to network effectively with colleagues. Collaborate with others to achieve common goals Influence without authority: Negotiate to win/win outcomes & Influence others to work collaboratively on common goals Employee satisfaction: Focus on creating a winning environment where employees are motivated to deliver superior customer service results. CRITICAL THINKING, RISK & CONTROL: Runs the business with controls and risk discipline Decision making skills: Has the ability to makes good decisions regarding employee issues and concerns. Provides advice & makes sound decisions based on a thorough assessment of the issues & outcomes. Risk and Controls mindset: Wears the Risk and Controls hat to ensure employees know the policies and procedures that govern their work and duly adhere to it. Is able to identify key gaps/opportunities that could potentially pose as a threat/ risk to our company and help remediate these issues effectively. Abides by all applicable regulatory requirements. Do the right thing: Is able to maintain the highest standards of integrity by doing the right thing for our customers, our employees, our shareholders and all our partners. Analytical skills: Manages by metrics and uses independent judgment to determine approvals related to complex business decisions. Demonstrates strong research skills and the ability to identify root cause issues and emerging patterns/trends within the business. BUSINESS ACUMEN: Leads the business towards meeting organizational objectives. Be a student of the business: Is looking for ways to evolve and learn about the overall business. Positive impact on customer experience: Is able to effectively coach the team to consistently deliver superior customer service and continually make it easy for customers to do business with us. Drive innovation and be bold: Generate ideas for continuous improvement and drive implementation of initiatives that promote productivity & quality Manage Escalations and Complaints: Is able to effectively remediate escalations and complaints from customers and employees. Willing to help manage supervisor queues, when required. JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran Qualifications: Five (5) years of total work experience, with minimum 3 years of management experience strongly preferred (internal or external) * Strong research, analytical, problem solving, and lateral thinking skills Effective English communication skills, both verbal and written, to effectively deal with difficult interactions Highly customer-focused (internal and external) Strong organization and prioritization skills, with keen attention to detail Independent self-starter motivated in getting things done with high quality Able to effectively act as a first line of defense to meet regulatory and policy compliance standards Able to effectively work in a team environment in order to achieve both team and individual goals Able to demonstrate flexibility in managing multiple tasks Able to adapt well to changes in a fast-paced environment Customer servicing (phones or back office) background (required) Card services background (is an advantage) Banking or financial service work experience (preferred, but not required) Req #: 200010660 Location: Taguig City, 00 PH Job Category: Customer Service Employment Type: Full Time Potential Referral Amount: 10000 Philippine Peso (PHP)