You are a natural leader. You do what's right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.
As an Account Manager I in JPMorgan Chase, you will directly manage a group of Specialists and/or Analysts who are responsible for engaging with our customers to offer options that provide appropriate solutions and/or processing the work associated with this function. You will also be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, and managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and control guidelines within complex functions and processes, which will involve higher level decision making and empowerments. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. And, you will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.
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Job responsibilities
- Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business, including developing and delivering executive and external reporting and other communications.
- Make informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.
- Identify and own end-to-end process improvement opportunities, which may include recommending solution(s), developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.
- Ensure team's adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.
- Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.
- Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you're doing, and summarize your impact in your year-end Self-Evaluation.
Required qualifications, capabilities, and skills
- Minimum 3 years of experience in customer service or in the function being managed
- Verbal and written communication skills
- Influencing skills
- Change management skills
- Prioritization skills
- Data analysis skills
- High School diploma/GED required
Preferred qualifications, capabilities, and skills
- Previous financial industry experience
- People management experience
- 2 years of experience in a call center environment, for call center roles
Work schedule
Work hours will vary within a fulltime, 40 hour per week schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends and holidays. Specific information will be provided by the recruiter.
This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.
You will be required to attend training onsite, regardless of your work location. Your schedule and work location will be established based on business needs (e.g., working onsite, at your home office, or a combination of both).
ABOUT US
JPMorgan Chase & Co., 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 over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.