Jp Morgan Chase Bank Work Values

Daily Duties at Jp Morgan Chase Bank:

a) Job Functions by Job Family i) Single point of contact for assigning queue tickets to all Centralized Remote Desktop locations. Responsible for internal reporting and metrics for RDS. Responsible for trending issues that impact overall RDS operations. Responsible for the oversight of service levels for systems availability and operations. b) Specific Position Summary i) The Support Queue Manager will be responsible for overseeing the daily operations of multiple high volume work queues, ensuring SLA compliance across all of RDS. The Support Queue Manager will be critical in trending and packaging work to the GSD. The Support Queue Manager will closely work on internal workflow procedures. The Support Queue Manager will also be responsible for assisting with creating and maintaining internal metrics reports as well as producing ad-hock reports. This person will be the escalation point for all reporting managers and will work with counterparts throughout GTI as well as other managers in the Firm. 8) DIFFERENTIATING FACTORS a) Communication i) Capable of working on critical time sensitive objectives, milestones, and plans with some oversight from a Sr. Manager level manager or higher. Characterized by leading development of document structures with minor guidance, idea generation with customer, strong spoken communication of tactical plans to team on a routine basis. b) Decision Making i) Routinely makes complex decisions based upon experience, analysis and judgment. Holds others accountable for quality and timeliness of their work. Capable of incorporating new information with historical information to make timely decisions. c) Interpersonal Skills i) Identifies and resolves conflicts and redirects dysfunctional teams. Helps clients and teams resolve conflicts through the use of conflict resolution tools and techniques. Negotiates skillfully in difficult situations with both internal and external groups. Attempts to collaboratively resolve issues with the team. Negotiates mutually acceptable agreements with internal and external groups. d) Strategic/Change Leadership i) Capable of defining short and intermediate term solutions that contribute to strategic goals, by prioritizing and focusing on key tasks and processes within areas of responsibility. Must have a strong technology background to be able to understand change requests and disseminate information to groups potentially impacted. Recommend alternate solutions based on assessments of situations. Fully supports change programs, implements change within sphere of influence. Characterized by courage to recommend process improvements and changes while mitigating the negative impact of change for self and team. Is often consulted by peers and seen as an informal leader in the group on tactical problem solutions that contribute to strategic goals. e) Program/Project Mgmt i) Capable of performing all technical program tasks with minimal supervision and can provide status updates. May lead small to medium size projects with little oversight. Must have strong project and coordination skills. Routinely leads development of new process improvements. f) Technical Ability i) Strong technical background in a variety of diverse systems and environments. Ability to work simultaneously within different technical environments. ii) Ability to identify strengths in Analyst’s skills and allocate work accordingly based on skills of technicians. iii) Network+ certification or A+ Certification Preferred (can be covered by relevant, direct, work experience) g) Fiscal Program Mgmt i) NA h) Performance Mgmt i) NA i) Talent Mgmt i) NA 9) ESSENTIAL JOB DUTIES a) Queue Coordination i) Oversee multiple high volume work queues ensuring Client Satisfaction and SLA Compliance. ii) Routinely inspect tickets handled by RDS Analysts for Quality Assurance b) Metrics and ad-hock reporting i) Responsible for creation and maintaining all internal reporting ii) Creating ad-hock reports as requested by Management c) Routinely inspect tickets handled by RDS Analysts for Quality Assurance d) Trending analysis i) Responsible for trending anything that negatively impacts RDS ii) Closely work on enabling the GSD to resolve first level issues. Package and deliver to GSD. e) Escalation point and interface for internal SSACO and other internal teams 10) DESCRIPTION OF SELECTION CRITERIA a) Hiring Qualifications i) Experience, Knowledge, Skills (1) Proven analytical, planning, problem-solving and decision-making skills (a) 4 years preferred, 2 required (2) Proven ability to multi-task with rapidly-changing work priorities (a) 4 years preferred, 2 required (3) Experience in the operation of a remote desktop support group or similar call-center-based support model (a) 2 years preferred, 1 required (4) Basic understanding of the technical aspects of LAN Administration (a) 2 years preferred, 1 required ii) Education, Certifications, Licenses (1) Bachelor’s degree or higher, preferably in a technology/business related discipline (a) Preferred (can be covered by relevant, direct, work experience) (2) Professional Certification in a defined best practice methodology (ITIL, MOF, HDI, Six Sigma) (a) Preferred

What they like about Jp Morgan Chase Bank:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Logistics, Desk Top Support, Desktop Computer, Infrastructure, Insurance, Insurance Sales, Sales, Cisco Certified Network Associate, Communication Skills, Customer Service, producer licensing databaseproducer database, insurance licensing, agent licensing, Adjuster

Skills

Logistics, Desk Top Support, Desktop Computer, Infrastructure, Insurance, Insurance Sales, Sales, Cisco Certified Network Associate, Communication Skills, Customer Service, Analytical skills, Communication skills, Computer skills, Conceptual skills, Creative thinking skills, Critical thinking skills, Decision-making skills, Interpersonal skills, Management skills, Organizational skills, Problem-solving skills, Project management skills, Technical skills, Time management skills, Conflict Resolution, Leadership, Adaptability

These are some of the questions we asked our climbers about their experiences with Jp Morgan Chase Bank: