Merchant Solution Center Team Manager - Bilingual French/English

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 utilizing 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.
• Analyze 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.

Required Qualifications, Capabilities, and Skills:

• 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.

Preferred Qualifications, Capabilities, and Skills:

• 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.

Work Schedule:

• 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.

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.