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Team Leader for Overdraft Collections

Req #: 180004562
Location: Taguig City, 00, PH
Job Category: Collections
Job Description:

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.

It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at
Department Summary
The Overdraft Collections Department handles outbound and inbound collection calls to customers, offering solutions and assistance on their overdrawn bank accounts while adhering to critical policy & procedures as well as regulatory compliance requirements.
Position Summary
The Operations Team Leader will have the responsibility of managing a team of 16-18 specialists. Some of the responsibilities will include:
  • Coaching specialists to meet and exceed performance standards
  • Execute on a set of Team Leader deliverables tailored to improve specialist performance such as, but not limited to, call listening/evaluations, account review and calibration, and career conversations.
  • Develop and maintain a high performing team, fostering a culture of enthusiasm, high level of engagement to the process leading to low attrition rate and great employee satisfaction.
  • Lead and partake in change management efforts for his/her team as well as the whole department
  • Participate in multi-site initiatives to improve overall overdraft collections departmental performance including managing and/or participating in various process improvements and re-engineering initiatives.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
  • Experience in leading teams within collections operations with highest regard for customer experience and minimum of 2 years supervisory and leadership experience are preferred
  • Knowledge of  the US consumer and finance business
  • Proven track record of exceeding performance standards and working with cross functional teams
  • Strong leadership skills with demonstrated success in managing teams and proven ability to deliver on business results
  • Exhibit leadership competencies including, but not limited to, problem solving, conflict resolution, client/customer focus, and drive for initiatives and results.
  • Strong organizational & demonstrated time management skills
  • Outstanding communications skills, both written and oral
  • Excellent coaching and mentoring skills
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