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Operations Director

Req #: 180012019
Location: Arlington, TX, US
Job Category: Customer Service
Job Description:

Operations Leader


Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what’s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next−for you and for us.  Chase, a leading provider of diverse financial services worldwide, is actively seeking service center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. Successful candidates in this vital position are flexible and problem-solvers who enjoy helping employees assisting customers to resolve their questions and concerns. 

We have Operations Leader opportunities in our Service, Fraud and Collections groups.

We are looking for individuals with a passion for managing a team and the following skills:


Leadership Skills:

•Senior manager with responsibility for a major department/function  across one or multiple sites

•Develop and lead team of managers who inspire others to be their best

•Create a culture that attracts and retains top talent

•Drive a high performance culture through proactive performance management

•Champion for inclusion and diversity initiatives

•Lead large scale (1000+ employees) multi-function operations in a matrix environment and deliver actionable plans that drive results

•Lead with a collaborative style in order to achieve integrated solutions


Customer Focus
•Resolve complex and escalated employee and customer problems and inquires

•Operate with urgency and meet deadlines

•Focus on the customer, the organizations business goals and systems


Control Focus

•Demonstrate a detailed understanding of operations and processes

•Knowledge of regulatory environment and initiatives

•Management discipline around quality, compliance, issue identification and mitigation

•Execution of control initiatives

•Required to abide by all applicable regulatory and department practices and procedures



Communication Skills
Communicates a clear and compelling purpose and adjusts style to intended audience

•Strong business partner with ability to manage influence upward and downward within function or cross functionally

•Relationship Management

•Knowledge of professional discipline and applies knowledge to influence decisions

 Problem Solving Skills
•Ability to delegate tasks

•Conflict resolution skills

•Prioritize diverse workloads

•Recommends and implements enhancements to improve effectiveness and efficiency of services and systems

•Responsible for decisions that are guided by policies and that will have potential impact on company revenues and assets



 Analytical Skills
•Shapes and influences strategy in line with overall functional strategy and objectives

•Leads execution of key projects

•Ability to evaluate and analyze data from multiple sources in a fast paced environment and make decisions based on thorough assessments of the issues and outcomes

•Understands broad picture of revenue and expense drivers and influences decisions that impact P&L

Computer Skills:
•Expert experience using metric analysis to create business review presentations
•Expert experience using Windows Operating Systems and Microsoft Office tools



Work schedules vary and could include a schedule that includes working in the evening and on the weekend


Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results.  They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.


  • Minimum of seven years management experience strongly preferred
  • Management experience at a site/market/geographical level strongly preferred
  • Must be willing to work in an environment that requires phone-based customer interaction
  • Advanced proficiency with computer functions strongly preferred
  • Bachelor’s degree  or equivalent  experience required



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