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Operations Manager - Business Efficiency Director - Merchant Services Operations Plano, TX

Company: JPMorgan Chase Bank, N.A.
Location: Plano
Posted on: August 4, 2022

Job Description:

The Business Efficiency Executive Director will have responsibility for all clients supported by the Merchant Services field segments. This leader will manage the team that orchestrates the efforts of identifying process improvements and automation opportunities. These teams are responsible for partnering and collaborating with the leadership teams across the Merchant Services space to ensure a consistent best-in-class client experience exists for the Large Corporate segments. You will effectively lead Account Management Leaders and Support Staff in providing excellent and efficient service to our merchants. Your team will be tasked to identify policy, process, automation, work flow, and communication improvement areas looking at the client experience end-to-end. You will also be responsible for interacting with and supporting coverage leadership and developing strong relationships built on a foundation of trust and accountability. The position requires executive level engagement with the assigned clients, channel partners and Merchant Services Executive Management teams. This Business Efficiency Director will be primarily responsible for engaging and partnering with key stakeholders within Merchant Services to deliver holistic firm wide client experience solutions. The leader will be responsible for identifying, developing, maintaining and enhancing the relationships with their clients and partners. Key Responsibilities: People and resource management Maintain effective and standard operational processes Improving and maintaining a controlled environment Management of the performance management cycle including regular feedback, coaching, and performance excellence Confident client presence via phone and email with the ability to deliver exceptional customer experience by acting with a customer first attitude Ability to cultivate and maintain exceptional relationships with clients and other partners built on trust and accountability Navigate systems and tools, and partner with cross-functional, cross U.S. teams to solve client problems Requires coordination and partnership with other business areas located in the U.S. Manage competing priorities and setting client expectations accordingly Strong desire and ability to influence, educate and connect customers to technology Ability to learn products, services, systems, platforms and tools required for execution of the job quickly and accurately Operates within established risk parameters/tolerances, and meets internal/external risk and compliance obligations, including completion of required training Professional, thorough, and organized with strong follow-up skills Engage and partner with team members and other LOBs to offer most appropriate products Qualifications: Excellent verbal and written communication and interpersonal skills essential for collaborating with others and speaking with customers or clients. Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience. Generally 5+ years in account management, relationship management, client relations or customer service experience preferred. Knowledge of bankcard industry and procedures preferred. Research, champion, advocate and follow through on issues/questions. Understand and assess client needs, troubleshoot issues, quantify downstream impacts. Strong knowledge of Microsoft Excel, PowerPoint & SharePoint Ability to present to executive team as appropriate. Proven ability to work well under pressure with minimal supervision. Ability to build relationships with clients, internal partners, colleagues and peers to achieve desired outcomes. Ability to balance needs of clients with associated risks and interests of the firm. Ability to manage multiple and competing priorities in pursuit of business objectives. Demonstrated ability to anticipate clients' issues, own problems on clients' behalf, and follow through with commitments. Ability to understand multiple complex systems and processes. 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. The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.Equal Opportunity Employer/Disability/Veterans

Keywords: JPMorgan Chase Bank, N.A., Plano , Operations Manager - Business Efficiency Director - Merchant Services Operations Plano, TX, Executive , Plano, Texas

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