Managing Director, HR Service Delivery

Global Employee Help—Service Delivery– Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Global Employee Help (GEH) is a high priority firmwide strategic initiative to deliver a unified, rich help and support experience for all employees across all areas (e.g., HR, Technology, Chief Administrative Office, Compliance, etc.). With nearly 300K employees working for the firm across over 60+ countries worldwide, the scope Employee Help at the firm carries enormous scale and impact (e.g., ~1,500+ FTEs aligned with Help, over ~12M Help interactions a year). This initiative looks to enhance the employee experience for getting Help by developing consumer-grade experiences and solutions, developing and implementing the operating model and managing the technology and servicing organizations including help-content lifecycle management.

We are seeking a seasoned senior leader with strong customer Service Delivery experience to manage and develop the team of Service Delivery professionals across CAO, Human Resources and Technology. This role will report directly to the General Manager of Employee Help who leads the Employee Experience Help products for the firm. This role is accountable for the global delivery strategy, attracting and retaining top talent, maintaining best-in-class Service Delivery experiences, and ensuring innovations and continuous improvement of the end-user and help agent experiences.

Responsibilities:

• Strategic leadership – Drivethe Employee Help strategy and roadmap to support product outcomes, using a data-driven approach based on metrics and feedback
• Financial accountability - Own investment and financial results for Employee Help Service Delivery. This role will be expected to review investment opportunities to improve Service Delivery based on customer and business impact
• Partner with help channels / integration points - Ensure the integration of all knowledge skills & content related to employee help by closely collaborating with the digital channel’s product team; ensuring all digital channels surface relevant help content through surfaces like Virtual Agent, Search, and Live Help
• Drive innovation across the end-to-end experience, including integrated AI/ML solutions and on-demand capabilities for service specialist
• Work closely with partners across Employee Experience and Corporate Functions to ensure an integrated end-to-end employee experience. Specifically, hold product leads accountable to metric-driven improvements and outcomes
• Work with Employee Help and Employee Channel product leads on their product improvement strategy with focus on self-service and help resolution, including provision of feedback through service channels to identify systemic gaps and issues to be addressed
• Ensure a strong risk, controls & conductframework - Demonstrate a “security-by-design” product mindset, ensuring GEH meets all applicable security and risk controls. Empower teams to identify risks and leverage firmwide tools and frameworks as appropriate

Qualifications:

• Service operations experience – Experience within a service team (e.g., help desk, call center) required. Deep understanding of service team operations, help processes, and technology platforms to support help teams is strongly preferred
• Team leadership – Ability to lead teams, communicate with diverse groups, and influence change throughout the organization. Comfortable in agile teaming and matrix organizations
• Organizational and management skills – Strong attention-to-detail, independent, self-motivated with ability to manage multiple priorities in fast-paced environment. Strong decision-making skills
• Cross-functional partnership and collaboration skills – Comfort building and maintaining strong relationships with a broad set of product and functional partners
• Stakeholder management – Strong relationship management and communication skills, ability to work with top leaders across the organization