Vice President for Operations Consumer Banking
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Customer Service organization is dedicated to continuously simplifying and improving the overall customer experience with Chase. We deliver world-class service by empowering our teams to make decisions that resolve issues quickly and effectively.
As a Vice President within Back Offer Email Operations you will lead a high-performing operations function responsible for accurate timely and compliant completion of post-interaction work across the email channel (e.g. case resolution documentation adjustments investigations and exception handling). You will drives operational excellence strengthens customer outcomes and accelerates transformation through data-driven management process redesign and cross-functional partnership.
In this role you will own the end-to-end customer journey across multiple lines of business and geographies while setting the long-term strategy to improve efficiency quality and customer experience. You will partner closely with key stakeholders across Customer Service Product Technology Workforce and Controls to deliver sustainable performance and enterprise-wide process improvements. You will lead a team of 120 specialists and people leaders (manager of managers) supporting multiple work products and outputs.
Job Responsibilities
- Own end-to-end functional performance with a business-owner mindset across results people leadership risk and customer outcomes.
- Lead coach and develop leaders and teams through clear expectations feedback training and readiness for future-state work.
- Build a high-performance inclusive customer-obsessed culture that attracts develops and retains top talent.
- Establish a disciplined operating rhythm (goals routines performance management escalation paths) to deliver consistent results.
- Drive business transformation via process redesign standardization automation and tool adoption; simplify complexity and scale solutions.
- Operate support and scale chat customer service (live chat and asynchronous messaging) applying good understanding of chat-specific operational dynamics including queue management SLAs handoffs chat dispositioning and drivers of re-contact.
- Strengthen customer experience outcomes by anticipating needs communicating with empathy and partnering cross-functionally on root causes and corrective actions.
- Lead multi-channel alignment on handoffs shared ownership and escalations while keeping operations optimized for resolution quality.
- Ensure operational excellence and audit-ready governance with strong controls compliant decisioning and complete traceable documentation.
- Own key KPIs and corrective actions across quality productivity cycle time backlog and customer impact; enforce adherence to risk and compliance requirements.
- Apply rigorous problem solving and analytics to execute under ambiguity forecast and staff to demand deliver efficiency improvements and manage budget/P&L drivers.
Required qualifications capabilities and skills
- 7 years of call center and/or customer service operations leadership experience including managing managers and large teams.
- Demonstrated ability to build strong relationships with internal and external stakeholders to deliver shared outcomes.
- Proven ability to define a future-state vision and drive change through influence goal-setting and adoption.
- Strong decision-making and problem-solving capabilities including ability to identify issues evaluate options and implement solutions.
- Excellent attention to detail and strong organizational written/verbal communication and executive presentation skills.
- Bachelors degree or equivalent experience required.
- Direct experience operating supporting or scaling chat customer service (live chat and/or asynchronous messaging). Good understanding of chat-specific operational dynamics: queue management SLAs handoffs chat dispositioning and drivers of re-contact.
Required Experience:
Exec
Key Skills
About Company
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans ov ... View more
