Manager Support Center Associate (North America)

Job Description
As an Ask JPMC Advisor you will help establish and implement a global vision, strategy and operating model to better understand and respond to manager and employee concerns. This includes partnership with the business, function, and Human Resource (HR) leaders on an in-depth review of feedback, , performance and employee experience aspects Overall, this organization will span the traditional HR lifecycle, employee experience, and manager success strategy.
Job responsibilities

• Provide in-depth consultation to managers on unsatisfactory performance concerns across all lines of business using numerous media channels including phone, email and Zoom
• Assist in educating and strengthening manager's people leadership skills ensuring robust and equitable outcomes to performance matters that are raised. Direct managers to available online tools and resources to assist in managing performance concerns
• Partner with key stakeholders such as EAP, Security, HRBA, and Legal teams to support employee safety cases
• Exhibit high level of competency reviewing employee disputes and appeals by investigating matters in an objective manner to come to fair and equitable outcomes
• Demonstrate the ability to identify and anticipate client needs and apply understanding or perspectives to solve problems and ensure outcomes in a timely manner
• Understand the importance of and be comfortable in following prescriptive processes and protocols to ensure consistency and standardization of workflow
• Determine case facts by asking probing questions of all involved parties. Manage the review, resolution and documentation of learned facts
• Partner with managers in creating detailed corrective action documents
• Demonstrate a risk and control mindset; observe the highest degree of confidentiality in the handling of sensitive information received during course of responding to issues

Required qualifications, skills and capabilities

• 5+ years of advising on HR matters
• Thorough understanding of the firm's HR practices, procedures, and policies as well as, employment and labor laws
• Exceptional time management skills and ability to handle high volume case load
• Ability to multi-task in a fast-paced environment; adjust readily to multiple demands, shifting priorities, and rapid change with composure
• Strong written and verbal communication skills; key attention to detail. Proven ability to utilize critical thinking in approaching each situation presented
• Possesses a risk and control mindset; follows published protocols around addressing cases effectively and tracking activities related to carrying out key responsibilities. Applies a consistent and appropriate level of review when decisioning cases and providing guidance while escalating appropriately
• Strong interpersonal skills including emotional intelligence; thoughtful, thorough, and empathetic
• Exceptional communication in difficult situations; ability to flex intervention style based on the needs of the situation and succinctly present balanced feedback and influence stakeholders at all levels ensuring successful execution of resolution - ability to solve problem

About Us
JPMorganChase, 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. 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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.