CIB - Operations Supervisor/Split Shift

Job Description

JPMorgan Chase's Receivable Operations division is comprised of two distinct segments: Wholesale Lockbox and Public Sector Lockbox. The firm’s Receivables Operations division enables our customers to accept traditional paper-based payments and supplemental detail from their clients by capturing information with efficient technology services and transferring image and data files for downstream processes. Our strategic focus is to deliver an extraordinary level of service and quality to our customers while leveraging the firm's operations and technology infrastructure. As an Operations Supervisor, specific responsibilities include, but are not limited to the following:

• Operations Management/Business Results
• Supervise a team of (15-20) full and part-time transaction processing employees. Team structure includes Team Leaders to assist in executing workflow and personnel management tasks
• Effectively use data to manage your team
• Establish daily production goals based on productivity targets, budget, and resources
• Responsible for monitoring and tracking team’s performance levels and managing personnel to ensure all throughput targets are achieved
• Responsible for shift operations, escalating all process delays or breakdowns, and for resolving obstacles impacting production and/or quality

Client/Customer Focus

• Develop operational expertise; demonstrate in depth knowledge of all SOPs, business rules, and system functionality; approach the process with a continuous improvement mindset, identifying gaps in the process
• Create action plans to alleviate client impacting errors
• Partner and build relationships with continent workforce agency personnel
• Provide feedback and process coaching to contingent workers to ensure they are meeting stated objectives
• Streamline, simplify, and standardize operational processes and technology to deliver a better experience for the client and employees

Teamwork and Leadership

• Responsible for ensuring team is receiving relevant communication; both verbal and written; provide strategic firm wide communications down to individual information, must possess an ability to take complex information and break it down into simple messages, tailoring messages to targeted audience
• Providing guidance and skill development for your personnel (Team Leaders and Transaction Processing Associates)
• Identify skill deficiencies for your team members and create an action plan for training the team
• Effectively utilize teamwork and leadership behaviors to create a highly engaged environment where diverse perspectives are sought out and valued
• Conduct frequent feedback and coaching sessions with associates to identify above and beyond accomplishments, obstacles to success, opportunities for improvement, and to ensure optimal performance by each individual on the team
• Must be flexible and able to adapt to and handle rapid change effectively. Must be willing to sell the changes and help team adjust to change.

Risk and Controls

• Ensuring all customer and bank guidelines, policies, and procedures are followed as they relate to operations, internal audit and security, required training curriculum, and general management practices
• Ensure procedures and processes are being followed and are producing expected results, escalate gaps identified
• Protect the firm and our client by adhering to all cyber security, physical, and data security policies

• Bachelor's degree in a business discipline or relevant leadership experience is preferred
• Minimum 2 years supervisory/leadership experience, preferably in a Remittance processing environment
• Display core leadership abilities: strong planning/organization, problem solving/conflict resolution, decision making, analytical, team building, motivation, and interpersonal skills are essential
• Ability to lead by example, be present and accessible to staff, create a diverse and inclusive environment
• Ability to understand end-to-end process flow, evaluate downstream impacts when making decisions
• Ability to prioritize and align workflow while handling multiple deadline driven processes
• Demonstrate ability to execute numerous activities simultaneously
• Results driven leader, not satisfied with status quo, look for process, productivity, culture, and cost improvements
• Must be innovative and embrace technology in order to propel the business forward
• Must possess strong interpersonal skills with the ability to effectively interact with technical and non-technical staff at all levels of the organization
• Must be detail oriented
• Exceptional verbal and written communication skills; be able to command a room, have executive presence
• Functional experience with MS Office, including Outlook, Word, Excel, Access, PowerPoint, and SharePoint
• Physical requirements: Sitting – up to 95% of the time, Standing – up to 95% of the time, Lifting – up to 30% of the time and up to 50 pounds; Walking – up to 95% of the time
• To be considered for this role, you may be required to complete a video interview powered by HireVue.

Work schedule: Monday - Friday / 12:30pm - 9pm

Pays 10% shift differential

This position may require you to work some Saturdays.

A Government Security Clearance will be required for this position. This includes, but is not limited to:

• Fingerprints
• Credit Check
• Employment History
• Proof of legal U.S. residence for 7 years

JPMorgan Chase offers an exceptional benefits program and a highly competitive compensation package.