International Consumer - Division Leader (Senior Operations Manager)

International Consumer - Division Leader (Senior Operations Manager)

JP Morgan Chase & Co.
10-13 years
Not Specified

Job Description


Job Description :

We are looking for self-motivated leaders with a passion for leading in a dynamic, fast-paced, customer and colleague centric environment. Responsibilities for this role will include leading a team of people managers (around 8) in an omni-channel (phone, chat, back office) environment, supporting everyday banking and fraud operations (detection, prevention and recovery) domain. You will help to foster an exceptional & unique culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance. Description for Internal Candidates
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at
Our Company is a leading provider of traditional and digital financial services worldwide. We are actively seeking People Leaders to join our team and help us shape the future of banking for our customers. If you are successful, we want you to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success.
We are looking for self-motivated leaders with a passion for leading in a dynamic, fast-paced, customer and colleague centric environment. Responsibilities for this role will include leading a team of people managers (around 8) in an omni-channel (phone, chat, back office) environment, supporting everyday banking and fraud operations (detection, prevention and recovery) domain. You will help to foster an exceptional & unique culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.
As an International Consumer Division Leader you will:
  1. Set clear direction by:
    1. Clearly and consistently communicating the vision and direction for the team
    2. Creating an environment where everyone can thrive to produce quality results
    3. Motivating each team member to be focused, engaged and energised
    4. Communicating with transparency and candor to instill confidence and trust
  2. Drive performance by:
    1. Helping each team member set performance goals and understand how they align to team and firm goals
    2. Conducting regular check-ins with all team members to track progress and make adjustments
    3. Recognizing good work and helps each team member learn from mistakes and continue to develop
    4. Addressing conduct and performance issues directly, constructively and in a timely fashion
  3. Build team by:
    1. Actively attracting, hiring and retaining diverse talent to broaden perspectives and team impact
    2. Building strong relationships across the team and wider firm to foster collaboration and cohesiveness
    3. Demonstrating self and social awareness necessary to recognize and address inner circle practices and bias
    4. Encouraging the team to learn together and challenge each other to grow and think differently
  4. Empower team by:
    1. Creating an open, transparent environment where team members are empowered to make decisions
    2. Recognizing and reducing friction points, bureaucracy and blockers for all team members
    3. Helping team members develop resilience and balance
    4. Enabling the team to balance speed of execution with time to reflect to make thoughtful decisions
  5. Prioritize diversity & inclusion by:
    1. Building a culture of trust, fairness and respect where all team members feel welcome and equally valued
    2. Establishing a safe environment where team members can share new and diverse perspectives
    3. Driving awareness and accountability for diversity and inclusion
    4. Actively contributing to the firm's objective to increase diverse representation in our workforce
  6. Coach for impact by:
    1. Building trusting relationships with each team member to facilitate effective ongoing coaching
    2. Actively listening to each team member to understand their unique experiences, challenges and goals
    3. Adapting coaching style and approach to the needs of the individual and the situation
    4. Asking meaningful questions to encourage team members to reflect, process and plan a course of action
  7. Foster feedback by:
    1. Providing continuous feedback to all team members about what they do well and what they can do better
    2. Checking-in regularly to see how feedback is being actioned and provides the support needed
    3. Soliciting feedback from a broad range of team members to gain a fair and balanced perspective
    4. Listening to understand and integrates feedback to develop self and the team
  8. Guide careers by:
    1. Collaborating with each team member to set and pursue their career goals
    2. Advocating for each team member and supports their success in networking and navigating the firm
    3. Guiding each team member to develop the skills and capabilities necessary to achieve their goals
    4. Enabling all team members to grow through equitable distribution of assignments and opportunities

The correct individual for this role will:
  • Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care!
  • Lead colleagues and self, through times of ambiguity.
  • Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success.
  • Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals.
  • Be customer centric with a real focus on out of the box thinking to support resolutions and inquiries.
  • Think'outside of the box, problem solve and have the desire to change, implement and own processes
  • Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity.
  • Be a Change Champion and Owner for processes and products for colleagues and customers.
  • Understand and research customer behaviour and share knowledge with wider team and peers.
  • Become a multi-channel expert across all platforms and functions that we operate across
  • Have intrinsic passion to coach and support delivery of first class service to colleagues and customers.
  • Be a critical thinker - establish root cause and champion and own change to improve delivery.
  • Be an advocate of our brand and lead and act as a role model to all colleagues and peers.
  • Have passion to self-learn and develop others within their team and area.
  • Have the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers.
  • Bring themselves to work, encourage and create an environment where their team can also bring themselves to work.

Essential Experience for this role:
  • Minimum 10 years of contact centre experience
  • Minimum 8 years people leadership/management experience
  • Minimum 4 years in banking/financial experience.
  • Exposure to migrations, start up environment are a HUGE plus!
  • Digitally savvy across different medians
  • Exposure to UK market is preferred but not required.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the JobConnect tool.
Internal Application Eligibility Requirements
TENURE:
  • Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:
  • Meets satisfactory performance standards as defined by the firm
  • Not enrolled in Performance Coaching (formerly known as PIP)

CORRECTIVE ACTION:
  • Employees who were given written warning or higher and within the prescriptive period are not eligible to apply.

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines.
Consult your Manager for any specific guidelines for your line of business or if you're unsure about your eligibility for an internal application.
Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.

Job Details

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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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