Global Shares
3 semanas atrás
**Responsibilities**
- Present Service Desk solutions to Internal teams, customers and Partners, potentially at senior executive level
- Identify enhancements and/or opportunities to improve existing service desk policies and procedures as well as document risks associated with our processes or systems. Assist in the development/improvement of Standard models and guarantee their wider adoption in the company.
- Have an understanding of the equity compensation products offered by Global Shares and the ability to train or troubleshoot representatives on issues or escalations.
- Identify, recommend, develop, and implement Customer training documentation to increase self-service and self-sufficiency while overseeing the development, implementation, and administration of Service Desk staff training procedures, policies and documentation.
- Manage and coach a team of approx. 9 service desk analysts and assist with daily operations and escalations while taking ownership of internal projects both directly related with the Service Desk or with other areas of the company.
- Work with transition teams to construct a list of projects and initiatives to migrate from the existing state to the proposed final solution. Document the \"gaps\" between the two states
- Setup and monitor both client & participant SLAs & KPIs. Track trends and suggest changes or improvements while providing monthly reporting on SLA & KPI progression / actuals V targets.
**Required Skills, Abilities and Capabilities**
- Experience managing teams at different levels in the Customer Service / Financial Services industry.
- Demonstrated strong leadership and delegation skills
- Excellent customer service skills and telephone etiquette. Strong problem solving skills
- Track record of setting Service customer service standards and developing guidelines, as well as helping others interpret policy
- Great analytical skills
- Advanced knowledge of Excel
- This position requires a high degree of discretion and judgement
**Desired Skills, Abilities and Capabilities
- Experience in JIRA & Atlassian or other ticketing systems
- Bachelor degree in Economics, Finance or equivalent work experience desired.
- Lean / Six Sigma / certifications
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
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