Organization Description Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction. We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies. As a Team Leader, you are require to manage a team of 15+ specialists, drive performance and contribute to business goals. The role will manage a team of specialists. Listed below are the roles & responsibilities in detail: Job 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 Skills & Qualification: Bachelors Degree is preferred. People Manager experience is preferred. Previous experience in Card Services would be an added advantage 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 Required Qualifications, Skills and Capabilities: Minimum of two years management experience in Call Center Must be willing to work in an environment that requires phone-based customer interaction Advanced proficiency with computer functions with MS Office Suite strongly preferred High School Diploma or equivalent required, Bachelor's degree preferred
