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CCB - CSD Specialty Operations Estates Services Operations Manager

Heathrow, FL

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CCB - CSD Specialty Operations – Estates Services Operations Manager','180051059','!*!
Estate Services is responsible for handling end to end decedent processing across Cards, Consumer Deposit and Overdraft customer base, also share notification across all impacted products within the firm.  Focus on customer experience with ease, empathy, education while mitigating reputational risk of account liability and actions required is key to this business. Estate Services is a highly sensitive and regulated process and the position requires an individual that effectively manage through continuous process and policy changes to mitigate risks.
The Estates Services Ops lead is responsible for the day-to-day operational, coaching and strategic planning for the Estates processing across products, with staff in 2 location Heathrow and Mumbai. Primary responsibilities include driving customer experience, alignment of policies and procedures across multiple products, maximizing efficiency and continuous improvement as we continue to build Deceased as a Center of excellence across the firm.  Incumbent is also responsible for human resource issues (including performance management, career planning and performance issues), controls and compliance adherence, site communication and implementing change consistent with the CCB Estates Process ownership.  In addition to people and process responsibilities the incumbent will be responsible for cross-functional activities including alignment with other functional groups as appropriate across the network to drive a best in class operation.
Key Position Responsibilities include:

Work with partners to drive performance and achieve customer, employee, quality and financial objectives. Unit responsibility for managing up to 120 employees across Heathrow and Mumbai locations
As a process owner, the Ops lead is responsible for the development, execution, review and refinement of the process strategies including the use of technology, MIS development and analysis, resource management, inventory management, contact management, expense management and administration and coaching and development.   
Serve as liaison for human resource issues for the department to ensure personnel policies are adhered to as well as participate in personnel decisions including performance appraisals, promotions, salary recommendations, and terminations
Manage the operating budget for Estates business
Monitor operations and personnel to assure compliance with all regulatory, and internal policies and procedures
Responsible for successful audit for Estates business within the organization. 
May perform other special duties or assignments as requested or required by Senior Management
Develop and implement specific plans, policies and programs as well as manage and participate in supply chain teams to meet planned and forecasted results within expense allocations.  Manage portfolio seasonality, staffing shortages, prior performance impacts and implementation of new strategies
Partner with legal and compliance to effectively run the business and stay compliant to multiple regulations
Successful candidates must be able to:

Possess strong analytical skills, high level of verbal and written communication skills

Resolve complex and escalated employee and customer problems and inquires

Partner across the firm to align practices & procedures for respective unit

Strong verbal and written communication skills.

Possess the ability to successfully manage internal and external relationships with individuals of all levels.
Exhibit leadership courage relating to issue resolution and conflict management
Ability to lead through change','!*!

10 year experience within the financial services preferred

Strong track record of managing processes through oversight of policies, procedures, controls and risk assessments.

Prior call center experience preferred

Excellent verbal and written communications skills

Ability to collaborate with and influence various stakeholders

Prior experience managing teams is required

Ability to coach and provide meaningful feedback to employees

Demonstrated ability to foster an open working environment

Analytical and problem solving skills

Ability to identify trends and lead continuous improvements

Understanding of regulatory/legal landscape across Cards business

Ability to work with audit, compliance and regulatory constituencies to managework in accordance with established procedures, regulations and law

Demonstrated accountability for work processes and the associated risks and controls.','JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.','Operations','US-FL-Heathrow-Orlando 600 / 52374','','CONSUMER & COMMUNITY BANKING','Full-time','Standard','Day Job','','Chase','Chase','','','CCB - CSD Specialty Operations – Estates Services Operations Manager

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