CIB Merchant Services Call Center Manager

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. A Chase Merchant Service Operations Team Manager is responsible for leading a team(s) within our call center while partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product, and Technology staff to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients.

Description for Internal Candidates:

Principal Duties and Responsibilities (in order of importance)

  • Monitor account specialist activities and key performance indicators
  • Coach and develop specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results
  • Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency
  • Leverage resources to monitor case aging, call-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity
  • Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the call center is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed
  • Assist Workforce Management as warranted to coordinate employee scheduling and monitor daily schedule adherence
  • Assist 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 leadership

Core Competencies:

  • Advanced analytical skills with the ability to adapt quickly to change
  • Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases
  • Critical thinking, problem solving, and interpersonal skills
  • Ability to influence employee morale
  • Ability to multi-task and be self-directed
  • In lieu of degree, may have relevant work experience, preferably servicing customers; typically will have four years or more of customer service experience
  • Excellent verbal and written communication skills
  • Ability to provide professional and interpersonal communication when interacting with others

Knowledge and Experience

  • Customer service experience, preferably servicing customers in a technical support environment
  • Management experience (directly managing staff)
  • Must be willing to work in an environment that requires phone-based customer interactions
  • Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
  • Bilingual English/French is highly preferred

Work Schedule

  • Must be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays
  • Must be willing to work in office three days per week
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