OutsideConnection

JOB DESCRIPTION
JOB RESPONSIBILITIES

You are a production fast-paced environment enthusiast. You have found the right team!

As a Transactions Manager II in the Integrated Monitoring and Control Center (“IMCC”) department operates out of Columbus, Ohio, and Bengaluru, India. The group provides 24 x 7 x 365 support to maximize the customer and employee experience through proactive oversight of operational issues impacting the normal flow of the business.IMCC supports more than 90 applications by monitoring their health, production environments, and job and file transmission. The team acts as a liaison between support groups and the line of business providing a pathway to resolution assistance. You will manage, coordinate and direct the daily operations of a large team of non-exempt and exempt staff members to meet overall department productivity goals in a timely manner.

• Manages individual contributors or other managers with end-to-end responsibility for one or more transaction processing processes or regions.
• Provides subject matter expertise based upon a full understanding of technical, domain and operational aspects of the function.
• Drives change and complex initiatives, and serves as escalation contact for the team for any issues.
• Develop and lead team of managers who inspire others to be their best.
• Partners with peer site leader in Bengaluru, India to ensure consistency across locations.
• Drive a high-performance culture through proactive performance management leveraging both quantitative and qualitative metrics.
• Resolve complex and escalated employee and customer problems and inquires.
• Focus on the customer experience and the organizations business goals.
• Recommends and assists in documenting enhancements to improve effectiveness and efficiency of services and systems.
• Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents.
• Handle special projects and tasks as assigned by Management.

REQUIRED QUALIFICATIONS, CAPABILITES AND SKILLS:

• Requires 3 year of experience in Operations, including Risk & Control and evaluating risk
• 2 years leading experience
• Oral & written communication skills, problem solving skills and strong Organizational skills
• MS Office skills- Advanced
• Attention to detail and able to work and make decisions with minimal supervision
• Business processes and procedures / Process efficiency / LMOS or Lean Management Operating System
• Product knowledge and the ability to lead team members through problem solutions
• SQL Knowledge
• Flexibility - This role will oversee two shifts
• Project Management

PREFERRED QUALIFICATIONS, CAPABILITES AND SKILLS:

• Previous Call Center experience
• Previous leadership skills of managing other leaders or supervisors
• Bachelors Degree
• Abilities to multi-task and make decisions quickly

Schedule Monday-Friday 8:00am-5:00pm

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.