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Product Manager - Canada Client Solutions - Payments

JPMorganChase

JPMorganChase

Product, Customer Service
Toronto, ON, Canada
Posted on Thursday, July 11, 2024

Job Description

Business Description:

Quality Assurance and Analytics (QAA) is part of the Data Analytics and Reporting Team (DART) and is tasked with providing operational stability and positive change management for CCB Contact Centers, Customer Service Specialist, Operations areas and their related support organizations thru the focused delivery of high quality business process solutions and professional technical services.

In this position you will build and lead the Quality Assurance program for CTO. You will manage the team that is responsible for reviewing and analyzing the processes, data, and completed work for compliance to regulations and other requirements. These processes may include customer call handling, vender processing, production, or a wide variety of transaction and exception processes. Effective decision making, communication, and collaboration is necessary to advance operational quality through root cause analysis and process improvement.

Job Responsibilities:

  • Lead a team of quality managers and analysts supporting over 5 business units
  • Develop the strategic direction of the Quality management system to drive continuous improvement
  • Manage and maintain the overarching quality program and resources
  • Develop managers and analysts to meet quality, business, personal goals, and manage performance
  • Provide operations quality support for audits and control testing
  • Develop methodologies to identify trends and partner with business leaders to improve quality
  • Compile data, trending results, and make recommendations to leadership
  • Identify and present quality assurance results and opportunities to leadership
  • Facilitate various meetings with a variety of stakeholders
  • Collaborate with quality leaders to mature the quality program across the Enterprise
  • Implement and support root cause and corrective action analysis, planning, and verification
  • Develop proactive approached to review processes and procedures for enhancements

Required qualification, skills and capabilities:

  • Extensive knowledge of quality management best practices, root cause and corrective action, defect elimination
  • Requires excellent verbal and written communication skills
  • Strong interpersonal skills and ability to collaborate with key stakeholders
  • Ability to manage expectations and deliver results
  • Self-motivated, proactive, results oriented, problem solving ability
  • Demonstrates time management and organizational skills
  • Detail oriented with ability to work efficiently within given timelines
  • Demonstrates leadership skills and flexibility
  • Excellent facilitation and presentation skills
  • Ability to provide effective feedback on identified quality trends, process performance
  • Ability to design, implement, and manage quality assurance programs
  • Good analytical skills, with the ability to break down complex processes, analyze potential risks and present solutions to key stakeholders
  • Able to make independent decisions and work with limited supervision while exceling in a dynamic, demanding environment
  • Strong influencing and critical thinking skills with the ability to drive change
  • Ability to multi-task, prioritize and thrive in a fast-paced and evolving environment
  • Bachelor's Degree with 5-10 years’ experience