Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/.
GSS Overview
With over 900 team members in 11 countries, JPMC's Global Supplier Services (GSS) organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC's business needs. GSS is a highly dynamic global organization comprised of multiple functional areas including Sourcing, Third Party Oversight, Procurement Operations, Supplier Relationship Management, Supplier Diversity, Travel Services, and a GSS Customer Experience team. These functions work together to manage over $17B of supplier spend with more than 27K suppliers in 48 countries.
GSS Customer Experience Team
A newly formed function, the GSS Customer Experience team is responsible for delivering and enabling a best in class customer experience to the tens of thousands of JPMC line of business colleagues that GSS serves ("GSS Customers"). Key areas of focus include:
  • Understanding the step-by-step experience GSS Customers undergo when engaging with GSS
  • Identifying and implementing process improvements to quickly resolve GSS Customer pain points
  • Providing the best customer experience to GSS Customers utilizing GSS services
  • Delivering GSS services that are easy to find, easy to access, easy to understand, and easy to use
GSS services include, but are not limited to, identifying the best suppliers to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, and managing employee travel and related expenses.  The GSS Customer Experience team will further help GSS to instil a culture of "Customer Obsession" and a "One GSS" mind set.
Position Description:
The GSS Help and Customer Support Strategy Lead is a newly formed role that will oversee and transform the way in which GSS services customer inquiries. Examples of customer inquiries include questions about when to engage GSS, issues onboarding a supplier, delays in paying a supplier, concerns with GSS service levels, trouble accessing or navigating GSS systems, etc.
Under the current model, customer inquiries are received and actioned in a variety of manners ranging from email only help desks and stand-alone function specific help desks to ad-hoc product and system specific support teams, to name a few.  Many of these support groups are dispersed across multiple regions (onshore/offshore) and can even include a combination of JPMC/supplier resources (insourced/outsourced). This role will use their expertise to design and implement an end to end GSS Global Customer Support model that offers a superior experience to the customer. 
Key Objectives:
  • Implement a consistent and high quality set of service delivery standards across GSS targeting best in class systems, processes, and help desk service delivery standards
  • Partner with existing support teams including GSS Concierge Services, GSS Operations Help Desks, and select GSS product support teams to develop an end to end support team to serve as a central support function for all GSS customer inquiries
  • Drive measurable improvements across GSS and within functions by deploying both core Customer Service & Process Improvement principles
  • Collaborate across the broader Customer Experience team and select GSS functions to appropriately design, implement, and market an enhanced customer experience
 Key Responsibilities:
  • Lead GSS's customer help desk strategy and act as a liaison between leadership, stakeholders, functions, and system/tool owners
  • Establish the right organizational framework and operating model to effectively execute the strategy end-to-end
  • Responsible for planning, strategy, structure, budget, and resource allocation recommendations for the end to end GSS support model
  • Define, analyze and monitor success criteria, KPIs, trends and risk/opportunities for both short and long term customer support priorities
  • Develop consistent standards that optimize and deliver a unified customer experience ensuring proper deployment and customer satisfaction
  • Assess current inquiry channels and volumes and promotes automation opportunities
  • Implement enhanced service levels and methods for measuring and reporting
  • Identify and implement process reengineering opportunities to increase support efficiency and effectiveness
  • Performs root cause analysis on customer inquiries and recommends solutions to eliminate customer pain points


Qualifications

  • BA/BS in business or related field
  • 5 years of call center, help desk, or operations management experience required
  • Experience with program management and process reengineering
  • Experience leading high performing teams or complex initiatives
  • Strong interpersonal skills that can adapt and work well with diverse sets of situations and people
  • Demonstrated ability to work well under stressful and high demand situations
  • Ability to build relationships and interface effectively with cross-functional employee groups
  • A proactive approach to problem solving, taking ownership, and follow through
  • Strong written and verbal communication skills with strong attention to detail and accuracy
  • Solid listening, analytical, critical thinking, and decision making skills
  • Ability to influence and negotiate while working in a dynamic team environment
  • Highly organized with strong sense of urgency
  • Ability to learn new systems and processes quickly
  • Ability to deliver results and continuously improve results
  • Excellent prioritization, multi-tasking, and time management skills
  • Proficient in MS Office (Outlook, Excel, Word) - SharePoint knowledge a plus
  • Familiarity with FogBugz or similar help desk tools a plus

Application Instructions

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