Unit Manager / Team Leader
(National Capital Reg - Makati City)
Responsibilities:
* Directly manage day to day activities of a team of Telephone Bankers to ensure proper coverage to meet service requirements; assist staff with escalated calls to identify, research and resolve complex, escalated customer issues; motivate and recognize strong performance; communicate established goals and performance standards; conduct coaching/counseling sessions; and provide ongoing training and support to bankers to ensure optimum levels of customer satisfaction. Handle administrative duties (i.e. employee file maintenance, management reporting, review and audit time sheets attendance records and communicate policy & procedure updates). Perform required quality monitoring. Perform other functions as directed by management.
* These responsibilities include but are not limited or exclusive to:
* Provide guidance, coaching, development and leadership to Telephone Bankers.
* Conduct performance evaluations and manage discipline issues effectively. Consistently execute policies and procedures and ensure compliance to minimize financial loss. Act as escalation point for staff with customer issues to ensure service quality resolution; effectively hire and retain qualified staff; and perform required quality monitoring.Â
* Manage average handle time (AHT), productivity and schedule adherence to ensure high quality of service is provided and obtained.
* Â Provide individual sales coaching to develop and expand the skills needed to cross-sell and up-sell of all bank products and services.
* Perform the duties at an expert level including the research and resolution of customer inquiries and disputes.
* Exercises authority within limits using excellent judgment to ensure that customer needs are met and that bank policy and profitability are not compromised.
* Effectively administer personnel policies and procedures.
* Exhibit a working knowledge of JPMorgan Chase’s servicing and sales processes.
* Ensure compliance with lending policies and regulations.
* Exercise limited policy exception authority.
* Provide management with support in establishing process improvements to benefit the customer, employee and the bank.
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 5 year(s) of working experience in the BPO industry.
* At least 2 years experience as a Team Leader/Supervisor/Assistant Manager in a financial account.
* Has the ability to identify, analyze and solve problems, by providing viable solutions and executing excellent follow-through.
* Has the ability to communicate effectively with Senior Management.
* Proven ability to motivate, direct and lead employees consistently and fairly to provide outstanding service and sales results.
* Ability to independently manage a team to achieve performance standards and goals.
* Excellent Communication skills.
* Applicants must be willing to work in Makati City.
* 3 Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Directly manage day to day activities of a team of Telephone Bankers to ensure proper coverage to meet service requirements; assist staff with escalated calls to identify, research and resolve complex, escalated customer issues; motivate and recognize strong performance; communicate established goals and performance standards; conduct coaching/counseling sessions; and provide ongoing training and support to bankers to ensure optimum levels of customer satisfaction. Handle administrative duties (i.e. employee file maintenance, management reporting, review and audit time sheets attendance records and communicate policy & procedure updates). Perform required quality monitoring. Perform other functions as directed by management.
* These responsibilities include but are not limited or exclusive to:
* Provide guidance, coaching, development and leadership to Telephone Bankers.
* Conduct performance evaluations and manage discipline issues effectively. Consistently execute policies and procedures and ensure compliance to minimize financial loss. Act as escalation point for staff with customer issues to ensure service quality resolution; effectively hire and retain qualified staff; and perform required quality monitoring.Â
* Manage average handle time (AHT), productivity and schedule adherence to ensure high quality of service is provided and obtained.
* Â Provide individual sales coaching to develop and expand the skills needed to cross-sell and up-sell of all bank products and services.
* Perform the duties at an expert level including the research and resolution of customer inquiries and disputes.
* Exercises authority within limits using excellent judgment to ensure that customer needs are met and that bank policy and profitability are not compromised.
* Effectively administer personnel policies and procedures.
* Exhibit a working knowledge of JPMorgan Chase’s servicing and sales processes.
* Ensure compliance with lending policies and regulations.
* Exercise limited policy exception authority.
* Provide management with support in establishing process improvements to benefit the customer, employee and the bank.
Application Instructions
To be considered for this position, please complete
an online application through our careers site and wait for a phone interview. All
applicants are required to apply through
www.chase.com/careers
Company Name :
JPMorgan Chase & Co.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
7/F Net Quad Bldg., 4th Ave. Corner 30th St., Fort Bonifacio, Global City Taguig City -
WebSite :
http://www.jpmorgan.com