Are you ready to lead a high-performing team and make a meaningful impact for Chase Private Client and JPMorgan customers? As a Cross-Skill Team Manager I, you’ll empower specialists to deliver tailored solutions, drive operational excellence, and shape the future of our business. This is your opportunity to leverage your leadership and relationship-building skills in a dynamic environment where your decisions matter and your growth is supported. Join us to champion innovation, inspire your team, and play a pivotal role in our continued success. Step into a role where your expertise and vision will help set new standards for service and performance.

As a Cross-Skill Team Manager I within Chase Private Client and JPMorgan, you will directly manage a group of specialists who engage with customers to offer options that provide appropriate solutions. You will use your knowledge, experience, and relationship-building skills to enhance the performance of the
department, the line of business through active participation on specific projects, and as part of the Site Leadership
Team.

You will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals,
ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives,
while maintaining adherence to risk and controls guidelines within complex functions and processes, which will
involve higher level decision making and empowerments. You will ensure all work is processed within assigned
service levels and meets Legal/Compliance requirements. You will demonstrate exceptional leadership skills in
creating an environment where employees are engaged and deliver optimum performance.

Job Responsibilities:

• Execute on business initiatives by creating and maintaining open communication with employees, peers,
leadership team and other lines of business, including developing and delivering executive and external
reporting and other communications
• Make informed business decisions using your independent judgement, skill set, subject matter expertise,
documented policies and procedures, empowerments, and relationships to enhance the performance of the
department and business through active participation on specific teams and as part of the site leadership team.
• Identify and own end-to-end process improvement opportunities, recommend solution(s), contribute to
process/policy change which may be led by change management leadership team, implement changes, and
develop and maintain training content as necessary
• Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations, while
independently resolving escalations
• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results;
this includes using performance management resources to proactively monitor, coach and develop employees,
recognizing strong performers and managing those not meeting performance standards.
• Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and
checking in with your team and manager on how you’re doing, and summarize your impact in your year-end
Self-Evaluation.

Required qualifications, capabilities and skills:

• Minimum 3 years customer service experience
• Verbal and written communication skills
• Influencing skills
• Change implementation skills
• Prioritization skills
• Data analysis skills
• High School diploma/GED required

Preferred qualifications, capabilities and skills:

•Preferably 2 years in a call center environment
• Previous financial industry experience preferred

Experience in one of the segments that are supported by this cross-skill combination strongly preferred
• People management experience preferred