Global Security - Global Workforce Screening - Associate

Global Workforce Screening team is part of Global Security at JPMorgan Chase and responsible for screening.

Workforce Screening conducts background checks on new hires and rescreening of current employees and contingent workers, in partnership with Human Resources and Global Supplier Services.

This function helps protect the firm's assets, reputation, employees, and clients pursuant to firm policy and regulatory standards.

As a GWS Professional Associate, you play a vital role manging relationships with stakeholders, various partners & leadership.

This role manages various operational and customer service tasks, relationships & expectations.

Provide customer service through daily support in addressing client/customer inquiries, processing transactions, trouble-shooting problems, handle escalations and identify opportunities for improved services.

Job Responsibilities:


* Liaise with stakeholders and partners; manage expectations & solution concerns


* Manage escalations and challenges with process knowledge


* Understand incoming project/volumes; identify trends and impact to resources &/or budget


* Stay abreast and current on complex process flows and data


* Understand various workstreams & systems for screening operations


* Gather and analyze feedback to identify areas for improvement and working with internal teams to implement changes


* Build and maintain strong relationships with stakeholder and leadership to understand their needs & objectives


* Internal collaboration to ensure a cohesive approach and positive employee experience


* Prepare metrics and monthly summary of issues/inquiries


* Evaluate team and individual performance, provide development and regular feedback; ensure team is sufficiently resourced, trained and meeting service level agreements


* Help develop and manage automated communication solution


* Liaison with operations management & technology leads to understand issues/delays and communicate as appropriate


* Lend support to change management processes; ensure documentation content is current


* Accountable for delivery of specialized training content

Required qualifications, capabilities and skills:


* Work experience in banking or financial services industry; managing operations


* Be flexible and adaptable to work in a dynamic environment and respond to changing needs and priorities


* Ability to listen, observe and understand concerns & drive solution


* Strong analytical and problem-solving skills


* Ability to develop material and present to team members/stakeholders/leadership


* Leadership and decision-making ability & experience managing people


* Proficiency in Microsoft office, intermediate Excel skills

Preferred required qualifications, capabilities and skills:


* Adaptability and ability to work under pressure


* Must be able to maintain a high degree of confidentiality


* Time management and organiz...