Client Center Quality & Culture Manager

Job Description

Join our Amenity Services team to manage quality, standards, and culture.

As a Client Center Quality & Culture Manager within the Amenity Services team at JPMorgan Chase, you will be responsible for overseeing the standards and customer satisfaction for various services in our new global headquarters. You will manage daily quality focus, develop and maintain positive relationships within the building, and foster a sense of community. You will also be responsible for developing and implementing service improvement strategies, training programs, and a Voice of the Customer program. This role provides an opportunity to influence and inspire a large team and work in a positive environment that encourages teamwork, communication, and professional development.

Job Responsibilities

• Manage daily quality focus and customer satisfaction to provide best-in-class hospitality experiences within our new headquarters.
• Develop and maintain positive relationships with the other departments within the building to ensure Amenity Service employees are trained on the needed skills to successfully perform their jobs to attain service excellence.
• Foster a sense of community among all aspects of the Client Center and other departments within our new headquarters.
• Develop and implement action plans for service improvement strategies that support Amenity Services strategic direction.
• Oversee development and implementation of Amenity Service specific training programs based on actionable items.
• Monitor and conduct department specific learning and development reviews with aim to innovate and improve services provided.
• Prepare annual training plans and training calendars for the Client Center that reflect performance gaps and learning needs.
• Creating Quality strategic plan and supporting other department heads in creating the department strategic plans. Markets the plan and programmed training and initiatives to continually improve services.
• Foster a positive work environment that encourages teamwork, communication, and professional development.
• Maintain relationship with vendors, suppliers and other stakeholders to ensure Amenity Service quality goals are achieved.
• Develop and implement Voice of the Customer program to manage customer feedback and execute on a service driven program.
  
  

Required Qualifications, Capabilities And Skills

• Bachelor's degree required,.
• Strong client focus
• Travel as required for trainings and business needs
• Strong business management, analytical, and presentation skills
• Excellent communication skills – oral and written to develop written correspondence and training materials.
• Minimum 10 years recent and relevant management experience in hospitality or business environment.
  
  

Preferred Qualifications, Capabilities And Skills

• Master's degree preferred
• Team Management
• Ability to influence and inspire a large team at varying levels of experience, candidate presenting themselves with an uplifting, positive personality as well as presenting a high degree of confidentiality
  
  

ABOUT US

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.