Account Manager II

You love leading large teams, coaching and achieving goals. When you join our Chase Travel team, you are part of JPMorgan Chase, one of the world’s most innovative banks.  This is a chance to build your career and to develop your skills as part of a fast-growing global company. We need brains, commitment, and passion to elevate and emphasize the customer when it comes to customer interactions.

As an Operations Manager in Chase Travel, you will lead a team of supervisors and call center agents in our exciting new line of business, Chase Travel.  You will be demonstrating strategic thought leadership, as well as delivery of best practices.  If you have a passion for leadership and development, you may be the perfect fit for our travel team.

Job Responsibilities

• Provide leadership, development and coaching to a team of supervisors and 125+ contact center agents by leading regular staff/individual meetings to review performance to goal, ensuring all performance metrics are achieved and completing annual performance reviews for direct reports. 
• Plan, manage and control the day-to day activities of the operational team to ensure deadlines are met in accordance with internal and external customer expectations. 
• Oversee the successful implementation of operational strategies and evaluates the need for improvements as it relates to initiatives and lines of technology supported by the call center operation.  Formulate and implement new projects, policies, and procedures for the department to achieve specific operational goals. 
• Assess service level, operational efficiencies and streamlining processes to ensure that our client’s requirements are met in a cost-effective manner. 
• Provide client service support to strengthen relationships with each client by facilitating routine client calls, participating in client visits, handling escalated calls and providing resolution(s) and making presentations. 
• Provide coaching and developing to supervisors, oversight of the agent performance management; to include things like adherence to schedules, sales, quality, defect rate, AHT and motivating the call center staff to meet customer service performance goals 
• Evaluate and suggest the best methods for reducing cost, increasing revenue opportunities and improving overall profitability across the operation.

Required qualifications, capabilities, and skills

• Bachelor’s Degree or equivalent work experience.
• 5+ years of management experience in an inbound customer service/call center environment. 
• Demonstrated strategic planning, analytical and problem-solving skills utilizing creativity and innovation. 
• Strong interpersonal and communication skills; excellent written, verbal and presentation skills. 
• Proven leadership experience of 100+ employees
• Project Management Skills
• Ability to manage multiple priorities with tight deadlines.

Preferred qualifications, capabilities, and skills

• Travel Industry Experience
• Lean Management/Six Sigma Methodology

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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, discretionary incentive compensation which may be awarded in recognition of 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 be