Thomas "Tom" Horne serves as the Head of Credit Card Operations and Chase Customer Service at JPMorgan Chase & Co., where he leverages his extensive expertise in financial services to drive operational excellence and enhance customer satisfaction. With a proven track record in managing multi-geographic...
Thomas "Tom" Horne serves as the Head of Credit Card Operations and Chase Customer Service at JPMorgan Chase & Co., where he leverages his extensive expertise in financial services to drive operational excellence and enhance customer satisfaction. With a proven track record in managing multi-geographic operations, Tom oversees a robust framework that supports millions of customer interactions annually. His leadership in credit, collections, and fraud prevention has positioned him as a key figure in the organization, adept at navigating the complexities of the financial landscape.
In his current role, Tom spearheads several key projects aimed at transforming customer service delivery and optimizing credit card operations. By implementing innovative solutions and leveraging advanced analytics, he has successfully enhanced operational efficiency and streamlined processes, resulting in improved service levels and increased customer loyalty. His commitment to business transformation is evident in his ability to integrate cross-functional teams, fostering collaboration that drives results across various departments.
Tom's expertise in payments and retail banking, combined with his strategic vision, has made him a sought-after industry expert. He is known for his ability to cross-sell products effectively, ensuring that customer needs are met while simultaneously driving revenue growth. As the Delaware Market Leader, he also plays a pivotal role in shaping local strategies that align with JPMorgan Chase’s broader objectives, ensuring that the bank remains at the forefront of the industry. Through inspired leadership and a customer-centric approach, Tom continues to make a significant impact on the financial services sector.
