Client Service Manager - Senior Associate
JPMorgan Chase
- Bournemouth
- Permanent
- Full-time
- Provides management support and oversight of the Payments Solutions Center team that span businesses and products; includes business planning, strategy, and resource allocation
- Creates a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals
- Manages and directs team activities and monitor progress
- Develops and implements operational plans, actions, and programs in support of long-term business objectives
- Operates in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
- Assists Internal Partners with escalations, questions and/or general support needs
- Participates in all hiring and performance management activities pertaining to the team
- Handles special projects and tasks as assigned by Management
- Proven leader of teams with a passion for customer service, with a focus on excellence, servicing customers in an eCommerce or financial services environment
- Ability to deliver on KPIs and execute on process improvements
- Passion for leadership, and coaching and developing employees, with a high degree of positive energy and endurance
- Excellent communicator and listener, both verbally and in writing, who is able to present persuasive arguments to executives and customers
- Ability to multi-task effectively and prioritize rigorously
- A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
- Ability to present complex information in an understandable and compelling manner
- Experience with statistical / trend analysis including merging multiple data points, creating ad hoc reports and translating results into strategy