As a Virtual Engagement Operations Manager in Business Banking, you will serve as the Operations Manager for the Virtual Engagement Specialist (VES) Team. The VES Team proactively engages with up to 65 clients per specialist per day, improving their banking experience and the well-being of their businesses by offering financial solutions, education, advice, and mitigating pain points. You will oversee the day-to-day operations of the team and drive the strategic priorities - ensuring the teams achieve production targets and quality metrics while improving the client experience. This role requires an experienced and passionate people leader who is also a strategic thinker to drive operational excellence and support the team's growth objectives.Responsibilities include:
Manage at least four teams of virtual engagement specialists and supervisors - providing guidance, training, development, and performance management in an effort to optimize the operations of the team, enhance the client experience, and improve efficiency.
Lead the team through new initiatives that will bring incremental value to the business.
Collaborate across LOBs and functional areas (e.g., data and analytics, finance, product, strategy, marketing, One Chase partners) to progress the overall objectives of the team.
Act as the key point of contact for all items related to controls, legal and compliance.
Partner with data and analytics to create performance and reporting dashboards.
Ensure compliance with banking regulations and internal policies related to client engagement.
Prepare and present updates to senior management.
Required qualifications, skills, and capabilities:
Minimum of 5 years of management experience
Strong leadership, communication, and interpersonal skills with the ability to effectively influence all levels of team members and partners; experience working with geographically distributed and culturally diverse work groups.
Ability to manage multiple initiatives with competing priorities while staying focused and motivating a team.
Exceptional analytical, problem-solving, and organizational skills, and the ability to manage various timelines.
Ability to find and mitigate control gaps.
Proven experience in banking operations, with a focus on phone or virtual engagement.
Preferred qualifications, capabilities, and skills:
Business Banking product, system, and tools knowledge and experience
Experience managing managers
Call center management experience
Experience working within a large, matrixed organization or across business functions.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.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.Equal Opportunity Employer/Disability/Veterans
