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Director of Servicing Channel Strategy

Req #: 170077147
Location: Wilmington, DE, US
Job Category: Operations
Job Description:
The Director of Servicing Channels is responsible for assessing and determining how the next evolution of voice, text, messaging will define the end-state operating model for servicing Chase customers across channels and products

He/she will be responsible for partnering across the Operations, Digital and Technology teams to determine the next generation of servicing as well as where there are opportunities to migrate existing entry points to new channels of service

He/She will be responsible for identifying clear strategies to deploying new channels based on alignment with customer journeys and evolving customer needs as well as how the existing channels evolve (voice, email, IVR)

He/She will define strategy to move forward key technologies in partnership with technology as well as key business stakeholders

Key Responsibilities:
Understand current customer trends and channels that are evolving in the market place (e.g., imessaging, voice)

Partner across operational disciplines (Collections, Service, Fraud, CTO) to determine areas of focus/transformation (e.g., use cases that will solve problems or innovate a new way of servicing)

Identify and evaluate acquisition, partnership and investment opportunities

Build consensus among cross-functional teams and influence decision making within senior-level audiences.

Partnering across JPMC and marketing teams to identify new and existing ways to drive self-service to customers• 10+ years of relevant experience in business strategy and execution
• Ability to measure pre and post tracking of adoption initiatives including NPS, CSAT, Call/Branch volumes, digital engagement
• Project experience to include corporate or business strategy development, organizational design, annual business planning and prioritization.
• Candidates must have experience in both building strategy and executing it with demonstrable results and outcomes
• Strong leadership skills with proven ability to influence and communicate with stakeholders across functions and at all levels (business, technology, operations, executives, peer and staff)
• Strong interpersonal skills and demonstrated success in building collaborative relationships with ability to influence the development and execution of key operational strategies and projects
• Proven communication skills, both verbal and written, with ability to present to varied and large audiences, including executive updates
• Capable of navigating in dynamic and complex organization environment
• Well-developed ability to attract, train, motivate, develop and retain employees
• Bachelor's degree required, Advanced degree is desirable

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