Payments Solution Center Manager

4 weeks ago

mumbai, India JPMorgan Chase & Co. Full time

Key Responsibilities:

Global Client Access – Chase Connect Support provides high quality technical support via telephone. Technical Support Specialists act as the primary technical contact for all Chase Connect users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects. 

As a Client Service Manager your role is a dual role managing a team of Chase Connect specialists who provide high quality technical support to clients who use Chase Connect and acting as Escalation Manager focusing on market support, highly complex issues and inquiries, client escalations and data analysis. The role requires extensive cross-organizational reporting, executive communications, and interactions with business partners at all levels. The role will act as the SME and escalation resource for all Chase Connect personnel globally.

Responsibilities include: 

Developing team goals and strategies as well as managing team performance against service level objectives. Direct client support for all Chase Connect products including primary support of all sensitive clients with at-risk relationships. Ensure that client satisfaction and confidence in Chase Connect products and services are at or above departmental goals. Provide primary oversight of the production service disruption management process as it relates to Chase Connect Support, including coordination of and participation in all remediation efforts Take lead role in working with Product Management and technology to ensure product gaps/functionality issues are appropriately documented and tracked. Effectively manage any interactions where the client relationship appears to be at risk. Take ongoing lead role in supporting the development and maintenance of Policies and Procedures and training in partnership with Employee Readiness and TS Training Act as single point of contact for all Chase Connect-related escalations, ensuring appropriate engagement of the Escalation Management team where the client-relationship is at risk Drive escalations to resolution Merger, release and event support including UAT and PVT testing and command center participation. Act as business liaison in development of business requirements for Chase Connect Target State, ensuring that the business needs are appropriately represented in all BRD development and review efforts. This would include participation in wire frame review and UAT testing. Daily productivity and metrics reporting to monitor compliance with established SLAs. Build strong relationships with sales and service to ensure client focus is maintained throughout the issue management process.

Qualifications

5+ years of Customer/Product Support experience required. 5+ years of Supervisory experience required. 4+ years of Technical Support experience required. Proficient operations management skills. Ability to meet multiple deadlines. Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.  Effective problem solving, oral and written communication skills. Effective time management and organizational skills Ability to exercise sound judgment and make effective decisions. Ability to prioritize, handle multiple tasks and work under pressure in a team environment. Ability to handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns. Effective analytical approach when solving complex problems/issues. Flexibility to support adjustments to work schedule within the WHEM shift. Manage 12-15 team members and provide regular coaching sessions and feedback.

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