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Operations Manager (Toronto)

Job Description

SUMMARY
As a member of the Senior Leadership Team in Toronto, the incumbent will oversee and direct the Canada Customer Service teams to ensure service levels are achieved and quality goals are met.   Adheres to budget requirements and monitors to ensure company policies, procedures, and code of conduct are followed.      
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.      Interfaces with Senior Leadership team to ensure cross functional communication of site activities impacting the Help Desk environment
2.      Fosters strong cross functional relationships with direct and indirect business partners for cohesive operational flow that maximizes efficiency; champions interdepartmental process enhancements further to this key objective
3.      Provides site leadership of operational and employee management functions; strategic oversight of excellent service to merchants and internal customers in an enthusiastic, positive, and professional manner
4.      Assesses and maintains the operational environment to ensure service continuity
5.      Evaluates processes ongoing for departmental compliance with company requirements in all facets of procedural life cycle-including initial implementation, consistent enforcement, qualitative analysis, and process revisions as merited to enhance throughput, productivity and service delivery
6.      Identifies and resolves problems of varied complexity with diplomacy and appropriate dispatch, exercising prudent business judgment to produce solid results
7.      Examines service metrics with scientific acumen to proactively forecast against developing trends, engaging cross functional business partners as warranted to maintain seamless operations
8.      Utilizes, and develops, tracking tools to collect service data essential to understanding the business' ebb and flow
9.      Cooperatively determines departmental training and resource needs, orchestrating new tool development/redevelopment and existing tool modification as necessary for front-line job execution that aligns with service delivery expectations
10.  Provides expert advice and guidance to all parties, both internal and external interactions, in the spirit of customer service
11.  Manages and is accountable for the overall performance, recruitment, retention, and development of staff and the department: Effectively coach and develop Customer Service Managers for continuous skill refinement.  Administer corrective discipline as necessary to address unacceptable behavior/incidents and "needs improvement" performance
MINIMUM QUALIFICATIONS:
 
1.    Education/Experience:
Bachelor's degree in business, finance or related field with 7+ years of  
 experience
·           Minimum 3+ years of leadership experience managing direct reports
 
2.      Preferred skills:
·         Master's degree
·         Previous leadership experience in a call center environment
·         Knowledge of the banking / card processing industry
·         Ability to use Microsoft Office to create documents, spreadsheets, and presentations
·         Ability to provide professional written and verbal communication
·         Ability to prioritize and manage several activities/projects 
 
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS:
This position functions in a normal office environment.  Occasional travel required to other operating sites including Tempe, Tampa, Dallas, and Salem.
 
CAREER LEVEL:  Director
 
JPMorgan Chase is committed to employment equity and encourages applications from women, aboriginal peoples, persons with disabilities and members of visible minorities.  
 
Req #: 160024550
Location: Toronto, ON CA
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: Canadian Dollar (CAD)

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