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Corporate – Global Business and Document Services – Operations Supervisor (m/f)

Req #: 170099975
Location: Frankfurt, HE, DE
Job Category: Operations
Potential Referral Amount: 0 Euro (EUR)

Corporate – Global Business & Document Services – Ops Supervisor (m/f)


About J.P. Morgan
J.P. Morgan is a leader in financial services, working in collaboration across the globe to deliver the best solutions and advice to meet our clients’ needs, anywhere in the world.  We operate in 150 countries, and hold leadership positions across our businesses.  We have an exceptional team of employees who work hard to do the right thing for our clients and the firm, every day.  This is why we are the most respected financial institution in the world – and why we can offer you an outstanding career.



Global Business and Document Services (GBDS) requires a Mail & Print Supervisor to oversee and ensure high quality Mail/Courier and Print production duties to meet the group’s targets and standards. The Supervisor will demonstrate pride and professionalism in all aspects of customer service, providing flexible and responsive assistance to clients and colleagues putting the customer / client first and foremost. The role requires a ‘can do’ attitude with a flexible approach and using own initiative to provide mail, courier and print solutions to internal clients, working as part of a team to support the GBDS operation and other tasks within GBDS

The Supervisor will be responsible for the day to day oversight of staff and operational management. He/She will ensure staff attendance is managed in accordance with the volumes and seal trends to determine sufficient manpower, ensure maintenance of service performance and production, and assigned tasks are fully completed to support the requirements of internal clients within the GBDS service framework. The Supervisor will be the first point of contact for the local and GBDS Management team, providing regular updates and working together to escalate and manage any known or potential issues that may impact the team or operations.


Operational efficiency - Print

  • Ensure all aspects of job requisition / instructions and other relevant information provided by the client is checked and correct prior to moving to production.
  • To manage and oversee that production equipment is being used to the highest standards, in line with job specification or user specification including, but not limited to:
  • Xerox printer equipment, Laminator, auxiliary machines and wire punch
  • Demonstrate an expert knowledge of all software packages required to manipulate print files and colour calibration using a variety of software packages including:
  • Free Flow Make Ready, WFX, Microsoft Office suite, Adobe Acrobat
  • Operational oversight and process to monitor and control the production workflow and allocate job requests to operators to meet deadlines
  • To advise users and staff on the appropriate methods of production and provide technical support and advice where necessary
  • To quality control all shift-finished production work ensuring any mistakes are corrected in line with user specification before delivery to the end user
  • To monitor stock levels of consumables and paper and order accordingly to maintain minimum and maximum stock levels.
  • Manage consumable stock and service calls to ensure stock availability for production and minimize the impact of down time with the production equipment


Operational efficiency – Mail

  • Management of the process and control for mail and courier responsibilities that include:
  • External accountable deliveries received into JPMC
  • X-ray scanning of external incoming items received using onsite equipment and remote connectivity to escalation support
  • Preparation, delivery and collection of external mail items internally within JPMC
  • Outgoing mail and courier items utilising the agreed vendor services/software or hard copy request processes



  • Demonstrate an expert knowledge of the operational software packages
  • To ensure all copies are accounted for and are reconciled with meter readings
  • E-mail, phone and face to face communications to respond to clients requests/questions
  • Provide metric and spend data in the agreed formats in a timely manner
  • Oversight and management of staffing issues that impact production, such as time-keeping, attendance, capacity planning, managing planned and unplanned absences, and escalate to line manager accordingly.
  • One to one and staff meetings with two way communication and feedback to ensure continuous improvement.
  • Management and validation of any planned overtime, full and consistent audit trail of the works and hours conducted before Management approval
  • Responsibility for quality output of GBDS products ensuring quality checks have been performed before hand over to the LOB’s
  • Client focused approach and point of contact for the LOB’s, maintain and build business relationships
  • Flexible approach to ensure staff/service coverage, actively supporting changes to process/volumes or demands placed on the service
  • Manage the 6S program proactively and effectively
  • Provide product solutions achieving client deadlines with a cost effective approach
  • Adhere to ensure staff strictly follow and maintain the GBDS standards (SOP’s and Job Aids)
  • Manage any service issues to resolve before required escalations
  • Support development of the team, by  planning structured time for staff training using the EYES program
  • Support performance development processes and meet with team to review business and personal priorities, development, training and coaching
  • Actively manage the team and operation to ensure work requests and volumes receive the correct manpower and processes are adhered to providing quality output without errors 
  • Manage visitor access log book and ensure only people with permitted access enter unaccompanied


    Essential skills

  • Excellent time management and organizational skills
  • Good working knowledge of key Microsoft programs
  • Able to demonstrate leadership, communication and people skills
  • Mail, Courier & Print experience and knowledge of industry standards
  • Experience with handling client requests/issues and managing products and service expectations
  • Organized and efficient with self-motivation
  • Managing change, process and staff development
  • Consistently live the JP Morgan corporate values and strictly adhere to the Code of Conduct
  • To be outwardly professional toward all clients and colleagues
  • Always to treat colleagues with courtesy and respect
  • Adhere to the required dress code
  • Punctual time keeping and attendance


JPMorgan Chase & Co offers an exceptional benefits programme and a highly competitive compensation package.  JPMorgan Chase & Co is an Equal Opportunity Employer


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