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GSS - Business Support Analyst - Accounts payable area
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.
With over 900 team members in 11 countries, JPMC's Global Supplier Services (GSS) organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC's business needs. GSS is a highly dynamic global organization comprised of multiple functional areas including Sourcing, Third Party Oversight, Procurement Operations, Supplier Relationship Management, Supplier Diversity, and Travel Services. These functions work together to manage over $17B of supplier spend with more than 27K suppliers in 48 countries.
GSS Customer Experience
GSS has formed a new function, GSS Customer Experience, to partner with the other GSS functions in order to optimize and improve the experience and service delivery that GSS provides to the tens of thousands of JPMC line of business colleagues that GSS serves ("GSS Customers"). Key areas of focus will include:
U nderstanding the step-by-step experience GSS Customers undergo when engaging GSS
Identifying and implementing process improvements to quickly resolve GSS Customer pain points
Providing the best customer experience to GSS Customers utilizing GSS services
Delivering GSS services that are easy to find, easy to access, easy to understand, and easy to use
GSS services include, but are not limited to, identifying the best suppliers to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, and managing employee travel and related expenses. GSS Customer Experience will further help to drive a culture of "Customer Obsession" and "One GSS".
The GSS - Business Support Analyst - Accounts payable area will serve on a GSS Concierge team responsible for ensuring a superior customer experience by serving as a primary resource for customer related inquiries. The GSS - Business Support Analyst - Accounts payable area will become familiar with the end to end GSS Services and related systems, processes, and policies and procedures in order to solve, redirect, and/or escalate customer inquiries in an expedited manner. The GSS Client Service Analyst will support resolution of an inquiry from start to finish and ensure frequent status updates to the customer. Examples of customer inquiries include questions about when to engage GSS, issues onboarding a supplier, delays in paying a supplier, concerns with GSS service levels, trouble accessing or navigating GSS systems, etc.
The GSS - Business Support Analyst - Accounts payable area will further partner with other/BAU GSS help desks, GSS training teams, and cross-functional GSS colleagues to identify process improvement opportunities and enhanced training resources that can reduce and/or eliminate customer pain points.
Understand the end to end GSS services and corresponding customer touch points and handoffs
Respond to incoming (calls or emails) customer questions, complaints, problems, etc. in an efficient and professional manner
Identify and assess customer needs and develop a plan to remediate
Maintain a positive, empathetic and professional attitude toward customers at all times
Track and log customer inquiries in Concierge Desk software
Solve, redirect, or escalate customer inquiries appropriately
Serve as a liaison between customers and other GSS colleagues to address customer inquiries
Advise customer on GSS related policies and procedures
Proactively communicate status updates to customers
Process assigned work activities timely and accurately
Perform root cause analysis to develop and implement strategies that eliminate customer pain points and improve the customer servicing model(s)
Evaluate, document, validate, and recommend process improvement opportunities
Support requests on customer inquiry related reporting and analytics
Achieve highest levels of customer satisfaction while meeting team's service level standards
Participate in regular team meetings
Provide other ad hoc customer care support as requested by Service Delivery lead.
BA/BS in business or related field
2+ years in customer/client service, procurement, operations, or other customer facing roles
Proven ability to deliver high levels of customer satisfaction
Strong interpersonal skills that can adapt and work well with diverse sets of situations and people
Demonstrated ability to work well under stressful and high demand situations
Ability to build relationships and interface effectively with cross-functional employee groups
Experience interfacing with various corporate levels
A proactive approach to problem solving, taking ownership, and follow through
Strong written and verbal communication skills with strong attention to detail and accuracy
Solid listening, analytical, critical thinking, and decision making skills
Ability to influence and negotiate while working in a dynamic team environment
Highly organized with strong sense of urgency
A self-starter who can work independently
Ability to learn new systems and processes quickly
Ability to continuously improve results
Excellent prioritization, multi-tasking, and time management skills
Proficient in MS Office (Outlook, Excel, Word) - SharePoint knowledge a plus
Previous experience with Ariba/SAP/Oracle/Concur is a plus
Previous experience with FogBugz or similar help desk tools a plus.
All internal moves will normally take place on the same grade and same salary. Salaries are reviewed annually in February. Exceptions to the rule regarding transfer on current salary may include a move between geographic locations .
Internal Number: 6127741
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