As a Travel Support Lead in Chase Travel, you will contribute significantly to providing flawless travel experiences for our clients. Work both independently and collaboratively with various teams to resolve travel-related issues, demonstrate adaptability and teamwork to maximize client satisfaction and efficiency, often acting as a mentor to junior roles.Your attention to detail and analytical thinking will be crucial in identifying and resolving issues, while your advanced understanding of customer experience and service delivery will help ensure that your team exceeds client expectations and upholds JPMorgan Chase's standards of extraordinary service.Job responsibilities
Manages the daily activities for your area of responsibility, ensuring appropriate utilization of travel management technology tools to efficiently resolve or escalate travel booking issues, contributing to a seamless customer experience
Monitors all advisor channels for expediency & accuracy on requests; collect metrics on channel activity for future team build out; facilitate any platform training needed by the team
Coaches and mentor junior roles, sharing best practices and ensuring adherence to established processes to improve service delivery and enhance team efficiency
Team management to include: review/approve timecards, monitor employee required learning, attend all manager meetings and trainings, prepare and execute on performance reviews for 2024, review time away requests and update team calendar, conduct regular 1:1 meeting with team members to provide guidance on their JPMC requirements, job expectations, career path and address any issues, facilitate attendance to all JPMC/FROSCH/VWT meetings, attend and engage in company-wide manager meetings
Represents VWT at events, conferences and meetings; act as backup for Support Team Director
Analyzes and evaluate travel-related data to identify trends, potential issues, and areas for improvement in the travel booking process
Maintains up-to-date knowledge of market practices and regulations applicable to travel management, applying this knowledge to daily operations
Communicate effectively with clients, vendors, and internal teams to resolve escalations as necessary, providing timely and clear information regarding travel bookings and related issues
Required qualifications, capabilities, and skills
Advanced knowledge in travel management technology tools and platforms, with the ability to navigate and leverage these tools for efficient travel booking and complex issue resolution
Demonstrated experience in organizing and evaluating travel-related data to identify key information and generate solutions that exceed client expectations
Proven track record of surpassing quality expectations in a service delivery role with an advanced attention to detail
Advanced understanding of customer experience principles, with the ability to perceive and respond to customer interactions at all touch points and advocate on their behalf
Proficient adaptability skills, with experience managing through ambiguity and change and making judgement calls on complex issues based on available information
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of 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.Equal Opportunity Employer/Disability/VeteransBase Pay/SalaryCO $55,000.00 - $77,000.00; Washington,DC $63,200.00 - $85,000.00; CA $66,560.00 - $85,000.00; NV $52,300.00 - $73,000.00; NJ $52,300.00 - $85,000.00; RI $57,000.00 - $77,000.00; CT $57,000.00 - $85,000.00; HI $57,000.00 - $77,000.00; WA $67,724.80 - $85,000.00; NY $58,500.00 - $85,000.00