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JPM Payments - Treasury Services - EMEA Solution Centre Team Leader - Associate (Bournemouth)

Employer
JP Morgan Chase
Location
UK
Salary
Competitive
Closing date
22 May 2022

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Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
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The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

Treasury Services - EMEA Solution Centre Team Leader

The successful applicant will manage a team of staff currently based in Bournemouth. The team act as a first point of contact dealing with Transactional and Access enquiries from global clients either by e-mail or telephone. The team work very closely with the Sales and Service organisation and a wide variety of operational teams within the Payments Team.

Key Responsibilities
  • Provide management support on business as usual responsibilities
  • Provide input with staff development, training and the carrying out performance reviews and coaching for all direct reports
  • First point of escalation for urgent enquiries into the team
  • Ensure sufficient cover is always maintained in the Solution Centre
  • Ensure that staff reviews are completed within the specified timeframes
  • Monitor and track individual objectives and performance indicators
  • Work closely with the management team and CSAM's to help identify any service issues and risk items that impact JPMorgan and the Customer
  • Ensure all errors, concerns and complaints are logged and dealt with accordingly
  • First escalation point for all potential risk items/problems impacting the level of service provided to the Customer
  • First escalation point for enquiries requiring confirmation of action and authorisation
  • Continually review current policies and procedures. Drive enhancements/innovation in order to promote client experience improvements or efficiency initiatives.
  • Support with staff training when required
  • Talk to external Multinational Corporate, Financial and Non-Bank Financial Institutions and Internal partners where appropriate.
  • The successful applicant must be prepared to work under pressure and be focused on achieving the team's objectives. These include answering incoming client calls within a defined timeframe (Average Speed of Answer), ensuring as many calls as possible are answered correctly and fully first time, performing root cause analysis to see how we can reduce the amount incoming calls and work with clients to enable them to self-serve whenever possible.
  • Use a number of different enquiry systems
  • Participate in staff recruitment process
  • Support the production of MIS where required

Qualifications & Skills
  • Demonstrate strong customer service experience
  • Ability to work to deadlines and good time management skills
  • Good Microsoft Word/Excel/PowerPoint and standard PC skills. Ability to effectively use and manage multiple systems
  • Excellent verbal and written communication skills
  • Ability to work effectively under pressure whilst maintaining a professional manner
  • Ability to work effectively as both a team player and as an individual
  • Demonstration of cultural sensitivity and awareness
  • Strong organisational skills; ability to manage multiple priorities whilst meeting deadlines
  • Ability to develop and mobilise internal networks and resources
  • Flexibility to support work schedule within the EMEA shift
  • Ability to quickly adapt and learn new products and technologies
  • Ability to work in a fast-paced performance driven environment
  • Treasury Services or people management experience desirable but not essential
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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 Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world. Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience. Full time
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