Customer Service Vice President
Customer Service Vice President
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Salary Not Disclosed
1 Vacancy
Job Description
Join our dynamic team at Wealth Management where we empower teams to navigate workplace incentives with confidence. Be at the heart of delivering high-quality client services in the Banking industry. Unlock your potential and make your mark with us.
As a Customer Service Vice President within Wealth Management you will drive operational excellence in team. You will lead a team of Customer Support associates ensuring the delivery of KPIs and high-quality customer service experiences. You will manage service delivery processes prioritize and resolve service requests and provide leadership in line with JP Morgan values.
Job Responsibilities:
- Manage a team of Customer Support Associates and collaborate with regional Customer Service leaders.
- Oversee contact center operations and make strategic decisions.
- Define and implement action plans to achieve results.
- Lead recruitment training IT development and logistics planning.
- Serve as a focal point between clients and internal departments.
- Drive operational results ensuring SLAs and KPIs are met.
- Take ownership of complex problems and resolve ongoing issues.
- Adhere to firm controls policies procedures and regulations.
- Assist with escalated issues from team members.
Required Qualifications Capabilities and Skills:
- Experience managing teams in the Customer Service/contact center industry in Financial Services.
- Experience managing KPIs and SLAs.
- Strong leadership management analytical and decision-making skills.
- Customer and achievement orientation.
- Fast learner and independent problem solver.
- Aptitude for process improvement and a flexible approach to change.
- Passion for continuous learning and improvement.
Preferred Qualifications Capabilities and Skills:
- Highly preferred fluency in any of these foreign languages Mandarin Japanese or Korean
- University degree in Business Administration Economics Finance or equivalent work experience (preferred but not mandatory).
- 4 years supporting service teams in a leadership capacity.
- 4 years experience with Client Service/Contact Center solutions.
- 4 years experience with CRM and help desk software.
- Lean/Six Sigma certification.
- Exposure to a wide array of financial products.
Additional Information:
- Shift Schedule: 8:00 AM-5:00 PM MNL Time (Mon-Fri)
Required Experience:
Chief
Employment Type
Full-Time
