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Ops Team Leader

Job Description

Global Document Services (GDS) is the corporation's primary print production and distribution unit for JPMorgan Chase.  Global Document Services (GDS) prints, inserts and mails over 1.1 billion mail pieces annually.  GDS supports internal lines of business such as Retail, Card Services, Retirement Plan Services, Private Bank and Treasury Services.  GDS produces a wide variety of products including postcards, letters, statements, checks, invoices and marketing material originated from its internal composition team as well as documents created by Output Systems.
The group's primary functions include, but are not limited to, the following:
  • Coordinating, reviewing, and extracting data files from various lines of businesses within JPMorgan for mail distribution
  • Offering clients the following services:
    • First Class Mail presentment
    • Standard Class Mail presentment
    • Ecertified Mail presentment
    • USPS Express and USPS International Express Mail presentment
    • Fed Ex Letter/Packages/Freight presentment
    • UPS Letter/Packages/Freight presentment
    • Track One and Inner Office mail presentment
  • Providing and validating reconciliation of all files received daily and meeting client service level agreements
  • New business management to onboard new products
  • Change management to support technology and process improvements and document changes
GDS continues to lead our firm with state of the art technology, new products and services, and opportunities for ongoing development.  This equates to a culture which fosters mobility for our team members.  The focus given to one’s success throughout their GDS career is enhanced by cross-training.  Once you have mastered your departmental processes, we will focus on expanding your understanding of our business by rotating you throughout other departments within GDS.  This will enhance your skill set and provide you with new avenues for learning our business and our organization.
As a GDS Team Leader, you will be responsible for daily operations working under general supervision in a team environment for one of the following departments:
  • Manual Document Processing 
  • Print Operations
  • Insertion Operations
  • Verify/Dispatch Operations
  • Warehouse Operations
  • Quality Assurance
GDS is a 24hr/7day operation, including holidays. As a leader within this department you will be required to work a variable schedule as deemed by production needs.

Key Responsibilities: inclusive, but not limited to the following:
  • Ensure that all requests are completed correctly and within service level agreements
  • Oversee associates responsible for producing mail in a high capacity, fast paced automated environment with an emphasis on Quality and Productivity
  • Provide guidance and formal written performance and development evaluations for front-line staff
  • daily communication to staff surrounding high productivity, excellent quality, and employee engagement
  • Responsible for shift operations and pass on updates, informing manager(s) and peers of process delays or breakdowns
  • Support Continuous Improvement culture
  • Achieve high levels of employee satisfaction
  • Continuous evaluation of operational policies, procedures, and best practices; effectively lead change where necessary
  • Continue to improve upon the client experience & operational efficiencies
  • Proactively lead the people agenda including resource planning, talent management, professional skills development, performance management & diversity
 Experience Required:
  • Minimum of 3 years supervisory/management experience
  • Production / Operations experience
  • Ability to work successfully under tight time constraints in a fast-paced environment
  • Must be able to interact effectively with diverse groups within the organization
  • Advanced interpersonal skills with proven record of good management, personnel development and participation in team-oriented projects
  • Understanding of mail operational processes: exposure to USPS Mail presentment a plus
  • Advanced ability to organize and multi-task in a fast-paced environment; possess ability to prioritize workload and operate effectively and efficiently with minimal supervision.
  • Tact and good judgment in confidential situations and proven experience interacting with senior management, customers, and vendors.
  • Ability to direct the team to meet Production demands and Quality deliverables
  • Must be able to work a variable schedule as deemed by production demands
  • Proven customer service skills, ability to manage conflict with tact, fairness and diplomacy and be a catalyst for JPMC corporate policies with an emphasis for leading by example
  • Advanced knowledge of Microsoft Office tools
  • Bachelor’s degree preferred
Req #: 180051140
Location: Coppell, TX US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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