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Responsibilities include:
• Developing team goals and strategies as well as managing team performance against service level objectives.
• Direct client support for all Access products including primary support of all sensitive clients with at-risk relationships
• Ensure that client satisfaction and confidence in JPMC/CA products and services are at or above departmental goals.
• Provide primary oversight of the  production service disruption management process as it relates to Access Support, including coordination of and participation in all remediation efforts
• Take lead role in working with Product Management and technology to ensure product gaps/functionality issues are appropriately documented and tracked
• Effectively manage any interactions where the client relationship appears to be at risk.
• Take ongoing lead role in supporting the development and maintenance of Policies and Procedures  and training  in partnership with Employee Readiness and TS Training
• Act as single point of contact for all Access-related escalations, ensuring appropriate engagement of the Client Access Escalation Management team  where the client-relationship is at risk
• Drive escalations to resolution
• Merger, release and event support including UAT and PVT testing and command center participation
• Act as business liaison in development of business requirements for ACCESS Target State, ensuring that the business needs are appropriately represented in all BRD development and review efforts.  This would include participation in wire frame review and UAT testing
• Daily productivity and metrics reporting to monitor compliance with established SLAs.
• Build strong relationships with sales and service to ensure  client focus is maintained throughout the issue management process
• Interface with external clients (newly on-boarded, existing, existing/new users, existing/new product, sensitive, etc.) as well as internal clients utilizing CA products and services.
• Prepare and submit data for senior management reporting and performance evaluation
• Position will require occasional non-standard working hours.
• Participate in the development of goals and execution of departmental strategies.
• Provide supervision, management, and coaching to ensure "best in class" levels of service.
• Identify training opportunities and provide career coaching to ensure employee development and progression.
• Manage daily resource and coverage levels for Access team resources.
• Manage impacts to employee morale and satisfaction.
• Act as a service quality escalation resource to the Access Support team both locally and in the U.S. and coordinate resolution and escalate customer issues when required.
• Document application functionality shortfalls, bugs, and enhancement requests and forward to Product Management as required.
• Ensure two-way communication flow to employees through dissemination of staff meeting minutes, training, upcoming product changes, event happenings, and departmental policies.
• Foster partnership and teamwork within other Global Client Access teams, Sales and Service, and Product Management personnel.
• Provide input to the planning and execution of and ensure Global Client Access and client interests are represented and satisfied for all projects
• Identify service quality opportunities and manage participation in service quality initiatives and projects.
Qualifications
• 5+ years of Customer/Product Support experience required
• 4+ years of Technical Support experience required
• 1+ years of supervisory experience required
• Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.
• Effective problem solving, oral and written communication skills
• Effective time management and organizational skills
• Ability to exercise sound judgment and make effective decisions
• Ability to prioritize, handle multiple tasks and work under pressure in a team environment
• Ability to handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns.
• Effective analytical approach when solving complex problems/issues.
• Ability to cope with a continuous accelerated changing environment
• Flexibility to support adjustments to work schedule within the APAC/EMEA/WHEM shift
• Manage 8-1 team members and provide regular coaching sessions and feedback
• Mentor the frontline employees
RequisitionType Professional JobSchedule Full time