VWT Team Lead - JPMPC Expansion

Job Description
The VWT JPMC Expansion Team Lead is a specialized team focused on delivering exceptional travel services to our high net worth customer segment. This team is uniquely responsible for the servicing of new referrals via our internally channels.

As the VWT JPMC Expansion Team Lead within our organization, you will lead, coach, and develop a team of travel advisors dedicated to serving a critical customer segment. You will set clear performance expectations and service standards that align with client needs, while monitoring and analyzing team performance, client feedback, and service outcomes. Your role involves working with the team to ensure adherence to SLA's and SOPs, and continuously refining processes to enhance the customer experience. You will resolve escalated client issues promptly and effectively, collaborating with other departments to ensure seamless service delivery. Identifying opportunities for team training and professional development is key, as is reporting on segment performance, trends, and opportunities to senior leadership. You will foster a culture of excellence, accountability, and proactive problem-solving, while building and maintaining strong relationships with clients in the critical segment. Additionally, you will assist the team in adopting new processes, procedures, and technology.

Job Responsibilities

• Lead, coach, and develop a team of travel advisors serving a critical customer segment.
• Set clear performance expectations and service standards aligned with client needs.
• Monitor and analyze team performance, client feedback, and service outcomes.
• Ensure adherence to SLAs and SOPs.
• Refine day-to-day processes to elevate the customer experience.
• Resolve escalated client issues promptly and effectively.
• Collaborate with other departments to ensure seamless service delivery.
• Build and maintain strong relationships with clients in the critical segment.
• Identify opportunities for team training and professional development, and support adoption of new processes, procedures, and technology.
• Report on segment performance, trends, and opportunities to senior leadership.
• Foster a culture of excellence, accountability, and proactive problem-solving.

Required Qualifications, Capabilities, And Skills

• College Degree (or equivalent)
• Proven experience in client success, luxury travel, or hospitality leadership roles.
• Strong background in quality assurance and process improvement.
• Exceptional communication, leadership, and problem-solving skills.
• Experience with working with luxury/HNW clientele.
• Ability to work collaboratively in a team environment.
• Excellent attention to details.
• Strong people/communication/listening skills to be able to evaluate and execute on client needs/expectations.
• Familiarity with CRM software and tools to manage client interactions and data – Ideally Client Base and/or SalesForce.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.

Preferred Qualifications, Capabilities, And Skills

• Experience working with ultra high net worth clients.
• Travel industry experience.

ABOUT US
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, paid in the form of cash and/or forfeitable equity, 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/Veterans

About The Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.