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- Tasks: Lead a dynamic team to provide exceptional service in payment processing.
- Company: Join a leading Merchant Services Solution Center with global reach.
- Benefits: Enjoy flexible work options and opportunities for professional growth.
- Why this job: Make a real impact while collaborating with diverse teams in a vibrant environment.
- Qualifications: Bilingual in English/French, with management experience and strong analytical skills required.
- Other info: Must be available for evening and weekend shifts; office presence is required.
The predicted salary is between 36000 - 60000 £ per year.
Join Merchant Services Solution Center, a service leader for payment processing, and be part of a dynamic team that authorizes transactions in over 130 currencies. As a Team Manager, you will play a pivotal role in driving excellence and efficiency in our call center operations. This is your chance to leverage your analytical prowess and communication skills to deliver exceptional client service to our merchants and influence and uplift employee morale. Embrace the opportunity to collaborate with diverse teams and make a significant impact on our merchant services.
As a Merchant Services Solution Center Team Manager in our call center, you will lead and inspire a team to provide outstanding service to our merchants. You will collaborate with leadership, Controls, Learning & Development, Product, and Technology teams to ensure seamless service operations. Your role will involve supporting Relationship Managers and their clients while utilising your analytical skills and communication expertise to drive team success.
Job Responsibilities:- Lead and inspire a team of account specialists.
- Monitor key performance indicators and specialist activities.
- Coach and develop specialists for continuous skill improvement.
- Analyse operational performance and recommend process improvements.
- Leverage resources to monitor case aging and call-type patterns.
- Liaise with other departments on projects and workflow processes.
- Assist Workforce Management with employee scheduling.
- Handle escalations and provide support to internal customers.
- Participate in hiring and performance management activities.
- Administer corrective disciplinary actions as needed.
- Manage special projects and tasks assigned by leadership.
- Bilingual English/French is mandatory due to interactions with our Canadian clients and business leaders.
- Direct management experience.
- Willingness to engage in phone-based customer interactions.
- Advanced analytical skills and adaptability to change.
- Excellent verbal and written communication skills.
- Professional and interpersonal communication abilities.
- Proficiency in Microsoft Office and database management.
- Critical thinking, problem-solving, and interpersonal skills.
- Ability to influence employee morale.
- Self-directed and capable of multitasking.
- Customer service experience in a technical support environment.
- Strong knowledge of payment processing industry and regulations.
- Relevant work experience in customer service, typically four years or more.
- Must be willing to work schedules through till 1am, including evenings, weekends, and Bank holidays.
- Must be willing to work in office as directed by company policy.
Merchant Solution Center Team Manager - Bilingual French/English employer: J.P. Morgan
Contact Detail:
J.P. Morgan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Merchant Solution Center Team Manager - Bilingual French/English
✨Tip Number 1
Familiarise yourself with the payment processing industry and its regulations. Understanding the nuances of this field will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your bilingual communication skills, especially in French. Since the role requires interaction with Canadian clients, being able to converse fluently in both languages will set you apart from other candidates.
✨Tip Number 3
Showcase your leadership experience by preparing examples of how you've successfully managed teams in the past. Highlight specific instances where you improved team performance or morale, as this is crucial for the Team Manager position.
✨Tip Number 4
Be ready to discuss your analytical skills and how you've used them to drive operational improvements. Prepare to share specific metrics or outcomes that resulted from your analysis, as this will demonstrate your capability to enhance service operations.
We think you need these skills to ace Merchant Solution Center Team Manager - Bilingual French/English
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your bilingual skills in English and French, as well as your direct management experience. Emphasise any relevant customer service roles, particularly in technical support or payment processing.
Craft a Compelling Cover Letter: Write a cover letter that showcases your analytical skills and ability to inspire a team. Mention specific examples of how you've improved team performance or handled escalations in previous roles.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office and database management. Also, demonstrate your critical thinking and problem-solving abilities, as these are crucial for the role.
Showcase Your Communication Abilities: Since excellent verbal and written communication skills are essential, provide examples of how you've effectively communicated with clients or team members in both English and French. This will help you stand out as a strong candidate.
How to prepare for a job interview at J.P. Morgan
✨Showcase Your Bilingual Skills
Since the role requires bilingual proficiency in English and French, be prepared to demonstrate your language skills during the interview. Practice answering common interview questions in both languages to show your fluency and comfort level.
✨Highlight Your Leadership Experience
As a Team Manager, you'll need to lead and inspire a team. Be ready to discuss your previous management experiences, focusing on how you've motivated teams, handled escalations, and improved performance. Use specific examples to illustrate your impact.
✨Demonstrate Analytical Prowess
The job requires strong analytical skills. Prepare to discuss how you've used data to drive decisions or improve processes in past roles. Bring examples of key performance indicators you've monitored and how you’ve recommended changes based on your findings.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and critical thinking abilities. Think of situations where you've had to manage conflicts, improve team morale, or handle customer escalations, and be ready to explain your thought process and outcomes.
