Merchant Services Team Manager

1 week ago

Bournemouth, Bournemouth, United Kingdom JP Morgan Chase Bank, National Association Full time
Job Description

Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. A Chase Merchant Service Operations Team Manager is responsible for leading a team(s) within our call center while partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product, and Technology staff to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients.

Job Responsibilities
  • Monitor account specialist activities and key performance indicators
  • Coach and develop specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results
  • Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency
  • Leverage resources to monitor case aging, call-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity
  • Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the call center is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed
  • Assist Workforce Management as warranted to coordinate employee scheduling and monitor daily schedule adherence
  • Assist with escalations and assist internal customers with questions and/or general support needs
  • Participate in all hiring and performance management activities pertaining to the team
  • Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
  • Handle special projects and tasks as assigned by leadership
Required qualifications, capabilities, and skills
  • Advanced analytical skills with the ability to adapt quickly to change
  • Excellent verbal and written communication skills
  • Ability to provide professional and interpersonal communication when interacting with others
  • Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases
  • Critical thinking, problem solving, and interpersonal skills
  • Ability to influence employee morale
  • Ability to multi-task and be self-directed
  • In lieu of degree, may have relevant work experience, preferably servicing customers; typically will have four years or more of customer service experience
Preferred qualifications, capabilities, and skills
  • Customer service experience, preferably servicing customers in a technical support environment
  • Management experience (directly managing staff)
  • Must be willing to work in an environment that requires phone-based customer interactions
  • Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
  • Bilingual English/French is highly preferred
Work Schedule
  • Must be willing to work schedules during our operating hours through till 1am, which can include evenings, weekends, and Bank holidays
  • Must be willing to work in office a minimum of three days per week
About Us

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

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.

  • Merchant Services Training Sme

    1 week ago

    Bournemouth, Bournemouth, United Kingdom JPMorgan Chase Bank, N.A. Full time

    Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Process & Integration Stabilization - Training SME is responsible for supporting the training and development of our call center specialists.This role is responsible for providing procedural and business led training and upskilling to our frontline...

  • Business Development Manager

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Handepay Merchant Services Full time

    Location: Bournemouth & DorsetAre you a passionate sales professional who enjoys the buzz of exceeding targets and being rewarded with generous bonuses? Do you want to be part of a motivated team and a company that values your potential?We have an exciting opportunity and are looking for accomplished salespeople who possess the ability to prospect and...

  • Customer Support

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Hays Specialist Recruitment Limited Full time

    Customer Support - Merchant Banking ServicesJob DetailsCustomer Support - must be Bilingual - French/English£15-17 an hour - 12 month contract - view to go permanent after thisOffice based for 7 week trainingHybrid thereafterMerchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant...

  • Wellbeing Service Coordinator

    4 weeks ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs- Commercial Full time

    Do you want the chance to make a meaningful impact on the wellbeing of our community?TeamJobs have an exciting opportunity for an Access Wellbeing Service Coordinator to join a local company delivering wellbeing hubs, across Dorset.The successful candidate will play a crucial role in ensuring the smooth running of our clients' services by providing...

  • Wellbeing Service Coordinator

    4 weeks ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs- Commercial Full time

    Do you want the chance to make a meaningful impact on the wellbeing of our community?TeamJobs have an exciting opportunity for an Access Wellbeing Service Coordinator to join a local company delivering wellbeing hubs, across Dorset.The successful candidate will play a crucial role in ensuring the smooth running of our clients' services by providing...

  • Customer Service Executive Hybrid

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs- Commercial Full time £25,000

    Our client is looking for a personable Customer Service Executive to join their vibrant and fun office in Bournemouth- £25,000 DOE plus bonus opportunities Monday Friday Full Time Permanent 4 and a half day working week after just one year of serviceRole Overview: As a Customer Service Specialist, you will be at the heart of our operations, working within...

  • Senior .Net Developer

    2 months ago

    Bournemouth, Bournemouth, United Kingdom Protected Trust Services Full time

    Reporting to: Head of Technology If your skills, experience, and qualifications match those in this job overview, do not delay your application.Location: Bournemouth, DorsetIntroductionProtected Trust Services (PTS) is a comprehensive solution provider that offers business trust accounts, bespoke software solutions, merchant facilities, and expert advice for...

  • Business Development Manager

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs- Commercial Full time

    We have an exciting opportunity for a Business Development Manager to join an ambitious and determined team based in Bournemouth. The team have a proven track record of year-on-year double-digit growth, where innovative thinking is encouraged, and results are generously rewarded. This opportunity will offer the successful candidate extensive sales training...

  • Business Development Manager

    1 month ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs- Commercial Full time

    We have an exciting opportunity for a Business Development Manager to join an ambitious and determined team based in Bournemouth. The team have a proven track record of year-on-year double-digit growth, where innovative thinking is encouraged, and results are generously rewarded. This opportunity will offer the successful candidate extensive sales training...

  • Business Development Manager

    4 weeks ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs- Commercial Full time

    We have an exciting opportunity for a Business Development Manager to join an ambitious and determined team based in Bournemouth. The team have a proven track record of year-on-year double-digit growth, where innovative thinking is encouraged, and results are generously rewarded. This opportunity will offer the successful candidate extensive sales training...

  • IT Service Desk Team Lead

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Careeraddict Full time £35,000 - £40,000

    1 week ago Be among the first 25 applicants This range is provided by CareerAddict. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range IT Service Desk Team lead, £35-40k + Benefits, Bournemouth Are you a Service Desk professional and looking to lead an IT Support team? Capable of...

  • Team Manager

    4 weeks ago

    Bournemouth, Bournemouth, United Kingdom BCP Council Full time

    Job IntroductionChildren's Social Care Team ManagersWe are looking for experienced Team Managers from within Children Social Care or aspiring senior Social Workers, with management and supervisory experience, to join our Children's Social Work Teams and help us achieve our vision for all our children, young people and families in Bournemouth, Christchurch &...

  • Team Manager

    1 month ago

    Bournemouth, Bournemouth, United Kingdom BCP Council Full time

    Job IntroductionChildren's Social Care Team ManagersWe are looking for experienced Team Managers from within Children Social Care or aspiring senior Social Workers, with management and supervisory experience, to join our Children's Social Work Teams and help us achieve our vision for all our children, young people and families in Bournemouth, Christchurch &...

  • Sales & Marketing Coordinator

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Team Jobs Full time

    TeamJobs have an exciting opportunity for a Sales & Marketing Coordinator to join a company in Bournemouth. The Sales & Marketing Coordinator will be the core of the business and provide support to the Sales & Marketing department.£25,000 (Negotiable based on experience)Bonus Scheme - £35,000 OTERemote with ad hoc travel required to head officeFlexible...

  • Vp - Payments Operations Service Architecture

    1 week ago

    Bournemouth, Bournemouth, United Kingdom JPMorgan Chase Bank, N.A. Full time

    Organization DescriptionThe Corporate & Investment Bank is a global leader across Investment Banking, 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...

  • Customer Service Administrator

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Pennon Water Services Full time

    Are you an excellent communicator with a strong work ethic and a methodical approach? Do you want to join a company that values collaboration and high-quality customer service?We currently have an excellent opportunity as a Customer Service Administrator to join our busy team working in Bournemouth. You will join us on a full-time, permanent basis, and in...

  • Service Manager

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Institute of the Motor Industry. limited Full time £50,000

    Find jobs in the automotive retail industry Service Manager ~ Commercial Main Dealer Service Manager required for our Client's Commercial Main Dealership based in the Truro area. Our Automotive Commercial Dealership Clientis currently seeking a skilled Service Manager to manage their busy Service Department. For your hard work as a Service Manager for...

  • IT Service Desk Team Leader

    1 week ago

    Bournemouth, Bournemouth, United Kingdom McCarthy Stone Full time

    About Job Title and CompanyAre you an experienced professional with a proven track record in leading teams and holding an ITIL v3/v4 Foundation qualification? If you thrive in managing incidents, coordinating 3rd party suppliers, and ensuring efficient fulfilment processes, then we have an exciting opportunity for you to join our team. We are searching for a...

  • Service Desk Team Leader

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Hays Specialist Recruitment Limited Full time

    Your new companyI'm working with the UK's leading developer and manager of retirement communities; they provide high quality homes to exacting specifications. This role is based ont he sunny south coast in their Bournemouth Head Office.Your new roleAs the IT Service Desk team lead, you will provide services and support relating to existing standard...

  • Service Manager

    1 week ago

    Bournemouth, Bournemouth, United Kingdom Centrepoint Full time

    Centrepoint – Service ManagerLocation – BournemouthSalary – £34,100 to £40,550Hours – 37.5 per week Centrepoint is the UK's leading youth homelessness charity. Alongside our partners, we support over 16,000 young people every year and campaign to end youth homelessness by 2037. We are looking to appoint an experienced Manager with leadership...