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As part of Consumer & Community Banking (CCB), Social Media Servicing is looking for the right candidate for an Account Supervisor position. This role will Leading a group of social media specialists responding to service requests from customers through social media, such as Twitter, Facebook, and Instagram. In addition, the proper candidate will be a subject matter expert regarding social media customer service and our processes. This role focuses on supervising, coaching, and leading the day-to-day activities of social media specialists, providing support for multiple lines of business through social media and phone-based interactions.Additionally, the right candidate will also support performing change impact assessments, updating procedures in line with firmwide requirements, reporting, and collaborating with business partners to affect change. Working with other lines of business, especially the change management team, the candidate will ensure the needs of team is in compliance with all related laws, regulations and policies.ROLES & RESPONSIBILITIESLEADERSHIP :Provide regular coaching & leadership to a group of advisors & supervise the day-to-day functions of the group.
Implement/impart Training and Learning for the employees through direct development and by leveraging other training/development opportunities available.
Consistently look for innovative ways to improve on productivity, motivation, cost savings and development of employees
Leverage on the expertise of employees within the group and other teams to improve overall performance.
Model the organization's core values, operating principles, and philosophies. Walk the Talk.
Share and leverage best practices across teams with the function and outside of it.
Make appropriate and fact-based decisions with available information when under pressure and/or adverse conditions
Coordinate performance strategies and activities between sites
Execute monthly all-hands meeting plan developed by senior leaders in partnership with peers
Foster diversity and inclusion within team and across group
Partner directly with PR and Marketing to mitigate risk to the firm from social media conversations
Manage & coordinate public relations crisis events, including decision making and action steps on behalf of the group and firm
Respond to Major Incident notifications/pages and provide key information and insights to the incident management group
Work directly with consumer product managers for new product roll-outs or changes to scope social media impact, prepare teams, and inform senior leaders
Partner with readiness coordinator(s) internally and externally to ensure team preparedness for procedure/process changes and new initiatives
PERFORMANCE MANAGEMENT:Strong orientation towards Customer Experience
Plan and manage the group's performance on the Scorecard metrics and look for methods to constantly exceed expectations
Develop action plans and coach to improve the individual, and partner in the performance improvement of the team as required
Manage projects as assigned within defined metrics and timelines
Identify problems in meeting key performance indicators, resolve them to the satisfaction of the business objectives
Look for improving performance through coaching, development, training, projects and creative use of available resources
Ensure adherence to schedule
Continually raise the standard of quality in the work of self and others
Managing service levels and inventory
Execute internal quality reviews for each advisor within individual team and across sites and socialize trends with senior leaders
Partner with Scorecard team on updates to metrics/goals and socialize outcomes with senior leaders
Coordinate with CMO Quality Assurance for an identified issues and socialize outcomes with senior leaders
PEOPLE MANAGEMENT:Create an environment of high energy and enthusiasm
Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment
Resolve employee concerns with urgency & accuracy
Promote transparency in Communication and builds an atmosphere of mutual trust and cooperation
Engage in effective Career Development activities like effective career coaching and counseling
Define and manage shift schedules for team in cooperation with peers and senior management
Primary responsibility for Workforce Management (WFO) for own team and support for peers, including entering and updating schedules, entering schedule corrections, adding segments, and coordinating with eWFO partners to ensure proper entitlements within the application
KEY SKILLS REQUIREDLeadership experience supporting, coaching and leading employees
Strong interpersonal skills at both verbal and written communication
Demonstrated ability to contribute significantly in strategic business partnerships
Demonstrated abilities in process migrations and sustaining high performance standards
Strong decision-making ability
Strong customer focus
Strong concepts of leadership competencies, displays ownership, accountability and proactive ness
Possess' strong problem solving, time management, analytical and organizational skills
Keen business acumen with focus on customers
Knowledge of CCB Retail, Card or Business Servicing
Preferred skills:
Knowledge of CCB Auto or Home Lending businesses
Knowledge of Chase Online Technical Support
Knowledge of Wealth Management
Knowledge of Fraud Operations
Experience with Social Media channels, such as Facebook, Twitter, and Instagram
Familiarity with Communications or Public Relations
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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/Veterans
Full-time