Job Snapshot
Location:
Wilmington, DE 19801
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Industry:
Banking - Financial Services
Manages Others:
Not Specified
Experience:
Not Specified
Division:
Human Resources
Contact Information
Description
JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients.
If you're interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then explore the opportunities at JPMorgan Chase. Further information about careers at JPMorgan Chase can be found on our website: www.jpmorganchase.com.
As a Process Engineer Senior you will manage all customer self service applications for Chase Card Services Customer Support Division (CSD). Applications include:
Online collections application
Inbound VRU
Outbound VRU
Inbound Call Routing Systems
Establishes customer self service strategy for CSD. Identifies technology and process opportunities to improve customer self service channels, develops a strategic plan for customer self service applications and executes this long term plan. Partners with other business areas to gather inputs and create consensus on long term vision.
Analyzes and designs new complex processes and manages existing complex processes assigned. Provides business leadership for the Contact and Process Engineering team.
Leads the analysis of complex cross-organizational processes and integrated systems applications to develop and implement process improvement plans and projects that ensure best ROI, customer quality, responsiveness and time-to-market results. Organizes, leads and drives process improvement plans and projects across multiple systems, functions and organizations. Establishes and manages operations processes, projects and programs. May manage technology integration activities and projects. Manager a team of process engineers and process analysts.
Manages multiple technology Vendors. Ensures service levels, contract terms and budgets are achieved with each vendor. Partners with the procurement team on contract amendments new schedules and request for proposals when needed. Analyzes new external technology opportunities. Works with existing and future vendors to develop product roadmaps.
Manages Customer Satisfaction Survey processes for self service applications. Identifies survey populations develops survey questions and creates customer satisfaction improvement plans based on results.
Responsible for inbound and outbound telephony capacity planning. Analyzes current telephony inbound and outbound dialer, PBX and line capacity. Analyzes forecasted staffing to identify any future capacity gaps. Works with GTI to close any capacity gaps.
Responsible for Caller ID outpulse process and the return call process. This process requires the establishment of a caller ID strategy for as many as 10 call centers and nationwide testing of this process.
Responsible for data management and reporting for customer self service applications. Partners with systems and reporting teams to ensure the appropriate data and reporting are available to manage each application.
Responsible for conducting business analysis of each managed application and creating business cases for future enhancements.
