Transmissions Support Manager

Job Description
Join our Transmission Support Team that provides high quality technical and transactional support via phone and email.
Job Summary
As a Transmissions Support Manager within the Transmission Support Team, you will be responsible for managing a team of specialists, acting as an Escalation Manager, and ensuring daily tasks are completed. You will have the opportunity to lead and participate in departmental projects, promote enhancements within existing processes, and support the development and maintenance of policies, procedures, and training materials. This role will challenge you to step outside your comfort zone, learn new things, and help the team evolve to better meet the needs of our clients and internal partners.
Job Responsibilities:
_Manage people/resources appropriately to ensure that we meet or exceed network and skill level SLAs for all channels.
- Provide oversight of work queues and required daily tasks. Ensuring activities are completed within established SLAs.
- Provide coaching to team members to address performance concerns and to promote professional development and growth.
- Promote enhancements/innovation within existing processes/policies in order to promote client experience improvements or reductions in call & email volumes/durations.
- provide thought leadership, follow through and execution as it relates to promoting efficiencies and/or EOS initiatives
- Support the development and maintenance of policies, procedures, and training materials.
- Demonstrate a strong understanding of the Process and Business by participating in/ leading key Business Priorities, across geographies
- Promote awareness and think outside the box when it comes to risks; positively promote compliance across the organization.
Required qualifications, capabilities and skills:

• 5+ years of Customer Service experience.
• 2+ people management experience
• 2+ years of Technical Support experience
• Flexible to work in night shifts and/or weekends
• Able to work on holidays and outside of normal coverage times as needed.
• Ability to work in a fast-paced performance driven environment.
• Ability to quickly adapt and learn new products and technologies
• Self-motivated and self-managing, demonstrating sound judgment and effective decision making.
• Effective analytical approach and complex problem-solving skills.

Preferred qualifications, capabilities and skills:

• Effective time management and organizational skills
• Ability to prioritize, handle multiple tasks and work under pressure in a team environment
• Intermediate MS Office and standard PC skills.
• Strong verbal and written communication skills.
• Able to translate complex technical information into simple terms.
• Ability to communicate and consult with clients concerning highly sensitive information
• Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.

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
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.