Digital Business Senior Manager Job in New York, New York US
Digital Business Senior Manager
About JPMorgan Chase: JPMorgan Chase Co. is a leading global financial services firm with assets of approximately $2.0 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small businesses and commercial banking, financial transaction processing, asset management and private equity. The headquarters for JPMorgan Chase is located in New York. J.P. Morgan Chase Co. has six lines of business: Asset Management Card Services Commercial Banking Investment Bank Retail Financial Services Treasury Securities Services JPMorgan Chase holds leading positions in most major categories it competes in across its peer group. JPMorgan Chase reported full-year 2009 earnings of $12 billion on revenue of $100 billion. The firm intends to navigate through the intense credit and capital markets turbulence, protect the company and capitalize on any opportunities that present themselves. The firm has a history of showing leadership during times of financial crisis and will continue to build on that legacy. Culture: JPMorgan Chase is committed to building vibrant communities, preserving the environment and promoting an inclusive culture that benefits its shareholders, customers, employees, neighbors and future generations. The firm does this in multiple ways, ranging from charitable giving and diversity initiatives to the promotion of economic opportunity and development. The organization strives to be fair and ethical in business practices and has a strong set of principles that guides our actions and informs decisions. The firm is helping to protect the environment and works at deep community involvement. A select few awards include: · Most Admired Companies by FORTUNE magazine · Most Respected Companies by Barron's magazine · Top 50 Companies for Diversity, Diversity Inc magazine · Top Companies for Executive Women by National Association for Female Executives (NAFE) · 100% rating on the Corporate Equality Index, measuring treatment of gay, lesbian, bisexual and transgender employees and customers About Chase Card Services: Chase Card Services is a key contributor to the JPMorgan Chase product platform, playing an integral role in the firm's powerful banking franchise. Today's card industry is complex, and Chase Card Services has about 145 million cards in circulation and more than $163 billion in managed loans. Customers used Chase cards to meet more than $328 billion worth of their spending needs in 2010. Chase continues to innovate despite a very difficult business environment, launching new products and services, such as Blueprint, Chase Sapphire and Ink from Chase, and earning a market leadership position in building loyalty and reward programs. Through its merchant acquiring business, Chase Paymentech Solutions, Chase is one of the leading processors of credit card payments. The Role : The Business Operations Manager is a senior leader responsible for developing and executing the short and long term servicing strategy for a new Merchant Offers focused organization within Chase. As the Servicing Lead for this organization, incumbent will be responsible for working with Merchant Offers product managers and the project execution team to ensure the development of a cohesive and compliant end-to-end customer experience. Incumbent will have direct accountability for the offline customer experience which includes telephone, e-mail and written correspondence. Included is the management of service levels and customer escalation processes. The Servicing Lead will also manage a team of Process Leads who will support the execution of servicing related activities such as call monitoring, escalation management, disputes, offer reviews, etc. From a strategy perspective, the Servicing Lead will focus on developing high quality, cost effective, differentiated service models for both Chase consumers and merchants engaging in the Merchant Offers space. A key objective will be to enable Chase to stand out as a servicing leader among our competitors. In this capacity, the Lead will work with stakeholders across multiple lines of business to build execution plans that enable the highest degree of customer satisfaction. Incumbent will identify new capabilities and/or processes required for successful implementation of short and long term strategies. As a customer advocate and servicing thought leader, incumbent will be expected to communicate effectively with various levels of senior management. Both excellent written and oral communication skills are paramount. From a day-to-day execution perspective, included will be the management of servicing vendors and other internal resources responsible for supporting Merchant Offers customers (consumers and merchants). The Servicing Lead will also provide input during the requirements and design phases of new initiatives and/or products being created by the Merchant Offers organization. This role is critical to delivering key business objectives and innovative ideas on an accelerated timeline. Other Responsibilities: · Ensures overall Chase Advisor and cross line of business "operational readiness" as it relates to supporting new Merchant Offer products, capabilities and offerings. Includes servicing vendor operational readiness as well, if applicable. · Ensures ability for servicing team to effectively service and support the new products and features that are developed for Merchant Offers, prior to going live. · Develops / approves call center scripting, policies, procedures and processes. Ensures documentation is created and training conducted. · As a senior manager, assists in interviewing and hiring resources to build out new Merchant Offers organization overall and in particular, operations team. · Builds out servicing team and defines clear accountability and goals and objectives for each role. · Develops suite of performance metrics and reporting for all servicing channels; daily management of Key Performance Indicators and SLAs. · Proactively monitors internal servicing channels and solicits feedback to identify areas of improvement. Acts swiftly to resolve any issues. · Responsible for proactive engagement and integration with project execution teams; ensures servicing needs are well thought out and represented in requirements and design phases. · Supports initiatives to solicit / survey customers for feedback. · Responsible for managing vendors: ensuring operational readiness and compliance, evaluating performance, creating Statements of Work, paying invoices, etc.