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JPMorgan Chase
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JPMorgan Chase
Metro Manila, Philippines
(on-site)
1 day ago
Job Type
Full-Time
Job Function
Other

Description

Become an integral part of our team! The Servicing Disruption Analyst (SDA) is the primary call center servicing resource that initially reacts to escalated Service Desk and alert generated incidents to collate the impact of the disruption (size, locations, servicing tools, number of team members, business units or clients) for the purpose of coordinating with the Incident Management organization on behalf of the Servicing organization.

Job Responsibilities
  • Engage peer or Subject Matter Experts (SMEs) in Servicing Operations as required to liaise information through Incident Management and other root cause owners to support restoring service.
  • Monitor available lead indicator tools that could signal for a disruption event
  • monitor, track, and report on disruption events that impact the servicing experience for the customer or our servicing team members.
  • participate in the incident bridge calls to provide real time updates on the customer or servicing team member disruption experiences and assist in quantifying the servicing impacts.
  • Adapt to a complex, fast paced and rapidly changing business environment

Required qualifications, capabilities, and skills
  • 5+ years of work experience in premium call center customer servicing
  • Experience in coordinating service recovery from outages; facility, telecom, network
  • Experience in outage planning
  • Must be results oriented, self-motivated with strong multi-task capabilities and able to work with limited direct supervision
  • Passionate about protecting the customer and servicing team member experience

Preferred qualifications, capabilities, and skills
  • Travel experience preferred
  • Excellent analytical and problem solving skills
  • Enjoys working with cross functional technical teams


About the Team

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.
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\n 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.\n
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Job ID: 73889195

Please refer to the company's website or job descriptions to learn more about them.

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