CIB Merchant Services Call Center VP

JP Morgan

Location: Dorset

Job Type: Full time


Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. As Vice President/Operations Manager for Chase Merchant Support call center, you will be responsible for leading our call center teams, manage the day-to-day operations of the department and ensure that business objectives are consistently achieved. The position involves closely partnering with various stakeholders to lead local strategies for sustainable performance, improve enterprise-wide processes, and meet business objectives.

Description for Internal Candidates:

Principal Duties and Responsibilities (in order of importance)

  • Provide overall management and oversight of Operations that span businesses and products; includes business planning, strategy, structure, budget and resource allocation
  • Create a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals
  • Manage and direct overall team activities and monitors progress
  • Develop and implement operational plans, actions and programs in support of long-term business objectives and within budget
  • Operate 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
  • Assist account specialists with escalations and assist internal customers with questions and/or general support needs
  • Participate in all hiring and performance management activities pertaining to the team
  • Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
  • Handle special projects and tasks as assigned by Management

Core Competencies:

Building Relationships and using Influence

  • Sets a vision and can gain buy-in and support to deliver
  • Self-evident interpersonal skills with the proven ability to influence and achieve alignment across a range of different opinions and interests
  • Excellent communicator and listener who is able to present persuasive arguments to executives and customers
  • Ability to develop consensus within a matrix-managed organizational climate of diverse operational activities

Executing for Results

  • Confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
  • Sets strategy and drives execution; translates strategy into clear actions for the team to achieve organizational results
  • Possesses an extensive and distinctive delivery track record
  • Translates the mission of the organization into actionable, quantitative plans
  • Possesses high levels of positive energy and endurance
  • Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance

Business Acumen& Domain Knowledge

  • Strong analytical skills, strategic
  • Consistently evaluates decisions in terms of impact to the business
  • Translates hidden opportunity in an organization into results
  • Experience with call/contact centers, business strategy and operations management

Technical Skills

  • Must demonstrate prior work history and experience using an extensive suite of tools and systems to manage day-to-day operations
  • 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 is required

Knowledge and Experience

  • Customer service experience, preferably servicing customers in a technical support environment
  • Has a passion for excellence—experience in successfully driving and delivering KPIs and process improvement projects
  • Leading and Motivating People – experience in leadership in coaching and developing employees
  • Experience in a financial services/fintech company
  • Knowledge of computer software systems such as Microsoft Office, including using spreadsheets and databases
  • Proven track record of identifying, building, and attracting talent
  • Capacity planning, workforce management, budget
  • Bilingual English/French is preferred
You’ve got this!