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Account Supervisor

4 months ago

mumbai, India JPMorgan Chase & Co. Full time

As an Account Supervisor in JPMorgan Chase, you will be responsible for managing a team of 15-18 voice specialist. You will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance. 

Job responsibilities

Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business Make informed business decisions using your skill set, subject matter expertise, documented policies and procedures, empowerments and relationships Identify process improvement opportunities, recommend solution(s), contribute to process/policy change led by change management leadership team, and implement changes Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations 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 customer service experience, preferably 2 years in a call center environment Minimum 2 years experience in managing a team / people management  Verbal and written communication skills Influencing skills Change implementation skills Prioritization skills Data analysis skills High School diploma/GED required