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Team Leader - Collections

Req #: 170110265
Location: Mumbai, MH, IN
Job Category: Customer Service
Job Description:
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V”
Roles & Responsibilities:
LEADERSHIP
·         Provide regular coaching & leadership & supervise the day-to-day functions of the group
·         Leverage expertise and build collaborative relationships
·         Discuss and improve on Training and Learning opportunities
·         Consistently look for innovative ways to improve on productivity, motivation, cost savings and development of employees
·         Provide timely direction on strategic changes within the business and help align the focus of resources to the same
·         Leverage on the expertise of teams within the site and other sites to improve overall performance
·         Model the organization's core values, operating principles, and philosophies - Walk the Talk
·         Make appropriate and fact based decisions with available information when under pressure and/or adverse conditions
 
PERFORMANCE MANAGEMENT
·         Strong orientation towards Customer Experience
·         Plan and manage the group's performance on the Score card metrics and look for methods to constantly exceed expectations
·         Develop action plans and coach to improve the individual, and partner in the performance improvement of the team as required
·         Manage projects as assigned within defined metrics and timelines
·         Identify problems in meeting key performance indicators, resolve them to the satisfaction of the business objectives
·         Look for improving performance through coaching, development, training, projects and creative use of available resources
·         Ensure adherence to schedule
·         Continually raise the standard of quality in the work of self and others
 
PEOPLE MANAGEMENT
·         Create an environment of high energy and enthusiasm
·         Responsible for management of Engagement, Attrition and ESAT for the team
·         Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment
·         Resolve employee concerns with urgency & accuracy
·         Promote transparency in Communication and builds an atmosphere of mutual trust and cooperation
·         Engage in effective Career Development activities like effective career coaching and counseling
 
Essential Skills & Experience:
  • Strong MIS skills - Proficient in MS Word, Excel, Access, PowerPoint
  • Strong analytical bend of mind with good logical reasoning abilities
  • Strong interpersonal skills at both verbal and written communication
  • Demonstrated ability to contribute significantly in strategic business partnerships
  • Demonstrated abilities in process migrations and sustaining high performance standards
  • Strong decision making ability
  • Strong customer focus
  • Strong concepts of leadership competencies, displays ownership, accountability and proactive ness
  • Possess' strong problem solving, time management, analytical and organizational skills
  • Keen business acumen with focus on customers
  • Knowledge and working of Credit Bureaus would be an added advantage
  • Previous experience in Card Services and Collections would be an added advantage

JPMorgan Chase is an equal opportunity and affirmative action employer M/F/D/V

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