Team Leader - Voice - Mumbai

As a Team Leader in JPMorgan Chase, you will be responsible for managing a team of 15-18 voice specialist.  You will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance. 

As a Team Leader you could be placed in any one of our Operations area, which could be Customer Service, Collections, Lending Services or Fraud Customer Protection Services. 

You’ll develop skills that will help you grow within the Operations organization and make increasing impact throughout the career.

Job responsibilities

The role will manage a team of specialists.  Listed below are the roles & responsibilities in detail:

Job responsibilities

• Provide regular coaching & leadership & supervise the day-to-day functions of the group
• Leverage on the expertise of teams within the site and other sites to improve overall performance
• Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations
• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.
• Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation.
• Identify process improvement opportunities, recommend solution(s), contribute to process/policy change led by change management leadership team, and implement changes
• 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

Required qualifications, capabilities, and skills

• Minimum 3 years customer service experience, preferably 2 years in a call center environment
• Minimum 2 years in managing a team / people management 
• Verbal and written communication skills
• Influencing skills
• Change implementation skills
• Prioritization skills
• Data analysis skills 
• High School diploma/H.S.C/GED required

Work Schedule:

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. Specific schedule information will be provided by the Recruiter.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.