Division Manager I
(National Capital Reg – Makati City)

Responsibilities:

* The Manila Telephone Banking Division Manager is the overall subject matter expert in guiding, directing, training, coaching, and monitoring Unit Managers and their Telephone Bankers to achieve exceptional customer experience and alignment with Contact Center tactical and strategic objectives.

* This position is responsible for ensuring maximum service level, quality, customer satisfaction, financial drivers, productivity and sales/referral goals are met while also ensuring that all policies, procedures and controls are followed and all regulatory, legal, bank and audit requirements are met.

* The Division Manager is responsible for initiating, developing and implementing new processes and procedures to further enhance customer relationships. They will work with our vendor to develop a strong staff that will achieve our Telephone Banking goals and will deliver exceptional service to our customers. This position is responsible for handling complex and escalated customer calls and getting them resolved. They should be able to effect change and support consistent service delivery and retention of customers and bankers.

Requirements:

* BS/BA Degree required and advanced degree preferred (or equivalent experience)
* 4-7 years call center or operations experience
* Proven ability to lead, manage, and develop outstanding employees in order to create a high performing team
* Superior problem solving skills and capability of coaching/leading Unit Managers
* Superior written and oral communication skills to be used at all levels within the firm
* Superior decision making and incorporation of collaboration when leading Unit Managers, interacting with colleagues, and managing the customer experience
* Ability to achieve bottom line results through coaching, performance management, modeling behaviors, preparation and follow-up of development plans for each Unit Manager and banker, incorporating development opportunities personally and as leaders in the firm
* Ability to drive retention goals for Telephone Banking
* Project Management experience is ideal
* Ability to coach/mentor/lead/collaborate with more than one team to identify client needs, team member needs, find appropriate solutions which result in an excellent customer and employee experience that generates additional revenue and growth for the bank, as measured by metric goal achievements
* PC Skills including Microsoft Office (Power Point, Excel, Word) and Lotus Notes
* High proficiency in problem solving, negotiation skills, and strategic management
* Ability to deal with difficult customer issues in a high volume environment while also ensuring a positive customer experience
* Excellent interpersonal skills and have the ability to build trust and credibility within the team
* Must be intuitive and responsive to the needs of their staff and customer base
* Must show continued desire for self-improvement and training as opportunities arise
* Must have the ability to accept empowerment to create new tactics and procedures that will be value-added for customer experience
* Must have the ability to independently identify problems and provide resolutions
* Attributes of a successful DM:
* Have the ability and are comfortable with engaging their UM and Bankers
* Know our business and can manage call center performance metrics, plus
* Have a sense of Urgency
* Knowing the numbers – can analyze and pinpoint business and people trends/issues
* Willing to Listening
* Ability to communicate and set proper expectations
* Know how to hold people accountable
* Ability to execute business priorities (both tactical and strategic)
* Ability to persuade or convince others to perform at expected levels
* Is proactive
* Can inspire
* Is a risk taker
* Shift Schedule: Note time zone in U.S. and Manila Must be flexible to work the varying hours (day or night shifts) within Telephone
* Applicants should be Filipino citizens or hold relevant residence status.

Application Instructions

To be considered for this position, please complete
an online application through our careers site and wait for a phone interview. All
applicants are required to apply through

JP Morgan Chase Bank, N.A.
7th floor Net Quad, 4th Ave. cor 30th St., Fort Bonifacio, Taguig City.
Tel: 632 – 7563JOB
Website: http://www.chase.com/careers