Travel Support Lead, Chase Travel

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 perce...