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- Tasks: Lead a dynamic team to provide exceptional service in payment processing.
- Company: Join J.P. Morgan, a global leader in financial services and innovation.
- Benefits: Enjoy a diverse workplace with opportunities for growth and development.
- Why this job: Make a real impact while collaborating with diverse teams in a fast-paced environment.
- Qualifications: Bilingual in English/French, with management experience and strong analytical skills required.
- Other info: Flexible working hours, including evenings and weekends, with a focus on employee well-being.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Merchant Solution Center Team Manager – Bilingual French/English role at JPMorganChase
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Join to apply for the Merchant Solution Center Team Manager – Bilingual French/English role at JPMorganChase
Job Description
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 exception 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.
Job Description
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 exception 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.
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
About The Team
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.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Sales and Business Development
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Merchant Solution Center Team Manager - Bilingual French/English employer: JPMorganChase
Contact Detail:
JPMorganChase 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 and English. Since you'll be interacting with Canadian clients, showcasing your fluency can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully led teams in the past. Highlighting your direct management experience and how you've inspired team members will resonate well with the hiring managers.
✨Tip Number 4
Research J.P. Morgan's values and recent initiatives. Being able to discuss how your personal values align with theirs during the interview can make a strong impression and show that you're genuinely interested in the company.
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 French and English, as well as your direct management experience. Emphasise any relevant customer service or call centre experience that aligns with the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams and delivering exceptional client service. Mention specific examples of how you've used your analytical skills to improve processes or team performance in previous roles.
Highlight Relevant Skills: Clearly outline your advanced analytical skills, communication abilities, and proficiency in Microsoft Office. Make sure to mention your adaptability to change and problem-solving skills, as these are crucial for the role.
Prepare for Potential Questions: Think about how you would handle escalations or support internal customers. Be ready to discuss your approach to coaching and developing team members, as well as how you would monitor key performance indicators.
How to prepare for a job interview at JPMorganChase
✨Showcase Your Bilingual Skills
Since the role requires bilingual proficiency in French and English, 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 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 motivated your team, handled challenges, and improved performance. Use specific examples to illustrate your leadership style.
✨Prepare for Analytical Questions
The job requires strong analytical skills. Expect questions that assess your problem-solving abilities and how you've used data to drive decisions in past roles. Prepare examples of how you've analysed performance metrics and implemented improvements.
✨Understand the Payment Processing Industry
Familiarise yourself with the payment processing landscape, including key trends and regulations. Being knowledgeable about the industry will not only help you answer questions confidently but also demonstrate your genuine interest in the role and company.
