Vice President - Collections Manager III

As a Vice President - Collections Manager III you will be responsible to manage day to day operations for the Escalations team in Collections. This would involve managing a team of around 150+ FTE with 7 to 8 direct reports. It also involves close coordination and working with other enterprise operations sites to ensure business goals and objectives are met. You will provide our team of Collections Specialists with the leadership to help provide exception client experience in a fast moving, dynamic environment.  You will need to be exceptional in building partnerships and influencing change across organizations to provide improved escalations paths for critical items, as well as a flexible problem solver that leads by example.

Job Responsibilities:

• Provide overall supervision / leadership to the function.
• Constant focus on customer service and all process flows that lead to delivering best in class service
• Manage performance on metrics that drive team as well as site performance
• Develop an environment of continuous focus on quantifiable productivity and quality.
• Constantly review existing processes and look for opportunities to enhance efficiency
• Identify business knowledge gaps and ensure everyone has ownership of deliverables.
• Constant and regular review for direct reports. Set expectations with direct reports, regarding positive motivation and leading through accountability. Work towards improving department competency /performance ratings
• Develop and lead a team that is responsive to dynamic organizational and operational changes.
• Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment.

Required qualifications, skills and capabilities: 

• Proven ability to lead, coach, and mentor at all position levels as well as consistently maintain high performance level especially in stressful situations 
• 7+ Years of leadership experience in a dynamic work environment
• Experience managing large call center groups
• Experience building strong relationships with internal and external business unit stakeholders to help facilitate successful achievement of goals
• Ability to create and achieve a desired future state vision through influence on group and individual goals. 
• Strong decision making capabilities and the ability to identify problems and propose solutions
• Strong attention to detail, organizational, written/verbal communication and presentation skills to senior and executive management
• Bachelor’s degree or equivalent experience required

Preferred qualifications, skills and capabilities: 

• Experience in Card Collection & Escalations preferred

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.