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.
Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Job Description
The CIB Commercial Card Fraud and Disputes Operations team is responsible for identifying and preventing suspicious activity, closing cards with fraudulent activity, processing chargebacks and Recovering dollars following the Association regulations.
As a Fraud Recovery / Disputes Leader, you will coordinate and direct the daily operations of a team of non-exempt employees as well as contribute to the success of your function through your leadership role within your peer group.
Provide daily coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.
Process exception items, resolve complex issues, review and recommend system modifications, and monitor daily business.
Interact directly with partners and groups within the Enterprise and will be accountable for deliverables to them on a daily / monthly basis.
This position will include direct contact via phone and email with cardholders, clients and company executive level business partners. First-rate verbal and written communication skills are required.
Track and develop talent within your team to prepare and produce future leaders. Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions.
Initiate and communicate all requisition approvals, submissions, and monitor progress to successful hire.
Partner with leadership on initiatives within your function and/ or cross site and function. Understand the vision and direction of Commercial Card and then effectively communicate/model this vision in every interaction with all Chase Commercial Card employees.
This role is key in ensuring controls across the department are functioning as designed, updated as the business changes and are effectively being executed.
Work Schedule: WHEM shift 12x6 schedule (9pm-9am MNL Operating Hrs; Mon-Sat); Work during US/PH Holidays
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
Qualifications
Prefers a minimum of 5 years of experience in a Fraud or Disputes, Call Center or fast paced back office operations environment.
Requires at least 5 or more years of experience directly managing people and proven leadership experience in creating an environment where employees are engaged, and delivering exceptional performance
Experience in the Commercial Card Team is a plus.
Works collaboratively, shares information and effectively communicates with team members, departmental management and business partners
Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes & procedures.
Excellent written communication skills
Solid analytical and quantitative capabilities to assess and drive process improvement.
Demonstrated ability to investigate, know when to escalate to solve complex issues
Sets clear expectations for the team and manages performance to meet or exceed business and individual goals
Advanced PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint) and specific knowledge of systems and applications used to support a call center environment.
A strong work ethic with a focus on the ability to drive change
Able to manage, prioritize and multi-task based on the days priority
