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CCB - Executive Director - Customer Service

JPMorgan Chase Bank, N.A.
Mumbai, Maharashtra
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16 hours agoFull–time
Position: Executive Director, Customer Service

Card and Retail Servicing is part of the Customer Service functions within CCB Operations. This group is responsible for handling customer inquiries related to their Credit Card accounts, Chase consumer and business bank accounts which could vary from general transactions, chase online account queries...

Job Description :

As the Site L eader for our Mumbai operations , the person will be responsible for achieving Operational Excellence in our Customer Service team . This covers our phone channel for everyday credit card consumer and business needs including checking and savings account management, quick deposit, and branch inquiries. This person will be a senior leader for the Customer Service team an d CCB Ops groups teams M umbai . The Operations Director will be responsible for delivering outstanding customer service as measured through CSAT, JD Powers, Complaints, etc . The individual will also lead cross functional initiatives and manage 750~ employees in M umbai .

This leader also partners closely across the individual functions within the group and will work with other Operations Directors who directly lead the individual functions.

JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services. Our employees embrace our values of Integrity, Collaboration, Service, Ownership, and Innovation. The successful candidate will:
• Evaluate and analyze data from multiple sources in a fast-paced environment
• Understand process management and business ownership
• Consistently lead staff by example and effectively coach employees in a positive manner for improved results
• Make strategic decisions with a long term view and balance the customer, bank and the regulatory needs.
• Have excellent communication and personal skills
• Be focused on the customer and the organization's business goals and profitability
• Build and maintain a strong controls-focused operation; identifying new issues timely and implementing solutions to address gaps

Job Responsibilities
• Manage a team of approximately 750~ employees in M umbai

. Manage the efforts of a 1,000 FTE Retail vendor (Concentrix)
• Leadership of the day-to-day management of the site and coordinating with the respective Functional business heads in the US in the context of the broader CCB CS organization. Ensure all operational metrics are achieved.
• Run the business with discipline and strong controls to grow profitably and deliver superior customer experience. Day-to-day responsibilities include service level and productivity targets are met in the various functions managed in the site.
• Long-term strategic visioning includes the proactive assessment and planning of future needs based upon the business direction.
• Reviews and recommends new methods and procedures to ensure daily