Manager of Relationship Manager Specialist's

The relationship manager specialists' Vice President will lead a team of individuals dedicated to the ongoing support and maintenance of the Chase Merchant Services managed portfolio. The successful candidate will be responsible for ensuring regular SLA's are met and that all procedures and control points are optimized. Maintaining strong relationships with all internal and external stakeholders to positively influence service levels experienced by our merchant base will be vital to the success of the candidate.

Duties & Responsibilities

• Directs the management of all account relationship management specialists covering the managed portfolio

• Optimize relationship management specialist work load to align appropriate resources to specific merchant needs

• Drives performance of the relationship management specialist team through effective collaboration, coaching, goal setting and performance management.

• Identifies improvements to existing systems/processes.

• Collaborates effectively with internal departments to ensure a high level of support for the client & staff

• Collaborates effectively with relationship management leaders to swiftly identify, own and resolve specific merchant related issues

• Participates with senior management in defining, developing and executing retention strategies within the portfolio.

• Serve as a Subject Matter Expert to ensure new product and process enhancements are included within the knowledge repository, quality, and tools.

• Work with leadership throughout the organization to address quality gaps and changes to procedures.

• Cultivates a high performing team & retains top talent through recruitment, training, recognition initiatives and career planning.

• Demonstrates a commitment to a diverse and inclusive culture.

• Maintains an understanding of risks impacting the business; assures appropriate oversight of risk management initiatives; partners with senior management to escalate and resolve risks appropriately.

• Coaches employees to incorporate compliance and controls into their customer discussions as a means of understanding the client's business.

Qualifications

Post-secondary degree preferred. In lieu of degree, may have relevant work experience. Generally will have 2+ years of experience of people management experience within account management, sales or operations capacity.

• Experience managing remote & office based employees
• Strong communication skills
• Knowledge of computer software systems including word processing, spreadsheets, bankcard sales or support experience.
• Ability to analyze and research to resolve issues.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.