Merchant Services Dual Team Manager
Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies.
As a Merchant Services Team Manager within Chase Merchant Services, you will be leading two teams within our call center. You will be partnering and collaborating with various teams to supervise the service operation and effectively lead account specialists in providing excellent and efficient service to our merchants. You will also be responsible for interacting, educating, and supporting Relationship Managers and their clients. This role provides an opportunity to leverage your advanced analytical skills, excellent communication skills, and your ability to influence employee morale.
Job Responsibilities
- Monitor phone specialist activities across phone & email and key performance indicators across two teams supporting two different regions
- Develop deep understanding of the business requirements and differences between clients and regional business models in order to support specialists, stakeholders and clients effectively
- Coach and develop specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results
- Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency
- Leverage resources to monitor case aging, call-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity
- Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the call center is represented, and to ensure regulatory compliance issues are adequately addressed
- Assist Workforce Management as warranted to coordinate employee scheduling and monitor daily schedule adherence
- Assist with escalations and assist internal customers with questions and/or general support needs Participate in all hiring and performance management activities pertaining to the team
- Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
- Handle special projects and tasks as assigned by leadership
Required qualifications, capabilities, and skills
- Relevant work experience, directly managing multiple teams servicing customers in a technical support environment
- Must be willing to work in an environment that requires phone-based customer interactions
- Experience in an eCommerce or financial services environment
- Excellent verbal and written communication skills
- Ability to provide professional and interpersonal communication when interacting with others
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases
- Critical thinking, problem solving, and interpersonal skills
- Ability to influence employee morale
- Ability to multi-task and be self-directed
Preferred qualifications, capabilities, and skills
- Knowledge of payment processing, merchant services and related procedures and products
Work Schedule
- Must be willing to work schedules during our operating hours, which can include evenings and bank holidays
- Must be willing to work in office a minimum of three days per week
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