Workplace Solutions - Customer Service Team Lead

J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.

As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.

Job responsibilities

• Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
• Lead to achieve results and be responsible for planning the necessary actions - recruitment, training, KPI improvement, IT development, logistic conditions
• Work as a focal point between the client and Workplace Solutions' internal departments (Sales, Marketing, Product, IT, Operations, CRM...)
• Drive operational results (SLAs and KPIs and the delivery of excellent service
• Assist with questions and escalated issues from service desk team members. Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
• Adhere to and maintain the firm's controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
• Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
• Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
• Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.

• FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyy in English. Fluency in other languages is a plus.
• Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
• Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
• Experience managing KPIs and SLA' s as well as client-company relationships
• Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
• Passion for learning new things every day and a continuous improvement mindset

• 2+ years supporting service teams in a leadership capacity
• 4+ years experience with Client Service / Contact Center solutions
• 4+ years experience with CRM and help desk software
• Lean / Six Sigma certification
• Exposure to a wide array of financial products
• Series 9 and 10 licenses preferred
• University degree in Business Administration, Economics, Finance or equivalent work experience - preferred but not mandatory