Feb 2007
Oct 2019
Sr Operations Specialist
JPMorgan Chase & Co.
Mumbai, IN
Relief Tem Leader:
- Successfully managed the activities of collection and customer service team members within credit card space.
- Conducted training and target at resolving even the most difficult customer issue.
- Recruited, managed and trained new customer service and collection representatives.
- Monitored the daily activities of the customer service department.
- Improved service quality and increased collection by developing a strong knowledge of company's products and services.
- Generated and distributed daily reports and order acknowledgments to appropriate personnel Identified key growth opportunities for the business.
- Collaborated with on shore partners to identify and implement new strategies.
- Monitored customer preferences to determine focus of collection efforts.
- Identified potential with in the team and groomed them for their desired area of growth.
Process Assistance (Strategic Support)
- Annual review and process mapping to ensure accurate documentation of policies and procedure.
- Responsible for Risk and Control self-assessment.
- Identify risk and built adequate controls.
- Partner with Process owners and Legal team to discuss and bring required process changes.
- Responsible for approving and declining changes affecting the process with in Credit card Bankruptcy and collection unit.
- Timely communication of process related changes to stake holders and process owners.
Team Coach.
- Responsible for service level as a shift supervisor.
- Account monitoring, feedback and coaching.
- Engage and provide assistance to specialists to improve their performance.
- Track and prepare development plans for specialists.
- Distribution of work as required.
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