Account Supervisor - Retail Customer Service

Job Description
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.
As an Account Supervisor in CS Retail Manila, you will be responsible for the development, management, and achievement of key performance metrics of a team of specialists. You will have the opportunity to lead and inspire your team through regular meetings, coaching sessions, and performance reviews. Your role will also involve making important decisions related to hiring, promotions, and salary actions. You will be expected to handle escalated customer issues, recommend system or process improvements, and work closely with management and other team leaders on special projects. This role requires a minimum of 2 years of management experience, proficiency with MS Office Suite, excellent communication skills, and a strong customer service orientation.
Job Responsibilities:

• Regularly conduct staff meetings, individual coaching conversations and reviews;
• Emulate Customer Obsession principles in every decision-making
• Make recommendations on hiring, corrective actions, salary action and promotions;
• Forecast and manage team performance;
• Develop and implement strategies and tactics to achieve both short and long-term business objectives;
• Handle and/or resolve escalated issues from customers
• Recommend system and/or process modifications for improvement;
• Monitor the daily staff levels, staff production output, and front-line quality review. Analyze and develop key performance measures;
• Coordinate with management and other team leaders to resolve problems and work on special projects;
• Provide leadership to the team through active recognition of employee successes, consistent positive reinforcement, and timely performance feedback.

Required Qualifications, Skills, and Capabilities:

• Must be willing to work in an environment that requires phone-based customer interaction
• In-depth understanding and practice of Coaching for Results
• Excellent communication and presentation skills
• Strong Customer Service

Preferred qualifications, capabilities and skills:

• Minimum of 2 years people manager
• proficiency with computer functions with MS office suite

About Us
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 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. 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.
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.