Job Description

Are you looking for a leadership role within Cash & Card Operations?

As a Cash & Cards Operations Lead - Vice President you will be responsible for Cash & Card Operations which is a team that oversees accurate and timely processing and resolution of all payment related enquiries.

The scope of work of the team includes working on escalated customer queries received through the Contact Centre and working with product development squads to identify / escalate any potential bugs/defects from investigations and assist with resolution.

Key Responsibilities

• Manage a team of 18-20 members with 4-6 direct reports
• Provide direction and guidance to the managers on process queries resolution in accordance with local, state, and federal guidelines.
• Work /monitor all escalations on cases and work towards resolution. Liaise with business partners/key stake holders to identify / escalate / resolve process issues / outages
• Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs
• Guide team’s focus on customer experience and work towards reducing negative customer impacts
• Identify methods to increase Straight Through Processing (STP) by reduction of manual touch points
• Conduct periodic capacity planning exercises with the team, taking into account current volume trends
• Coordinate application / system updates/releases. Identify / Escalate outages/issues
• Engage in multiple projects concurrently, working with project managers and other analysts to ensure overall project goals and timelines are met.
• Liaise with key stakeholders and subject matter experts including Compliance, Risk, Controls, Finance, Investment Bank, Treasury Services, Consumer Bank, Product, Technology, Legal and Internal Audit for various business and functional tasks.
• Coordinate application / system updates/releases. Identify / Escalate outages/issues
• Work on cost rationalization measures and efficiency opportunities that can help the group meet its financial commitments
• Foster an environment where Risk/Control issues are escalated and trends are anticipated and identified; partner with Risk and Controls teams to ensure all risks are identified and mitigated timely
• Maintain & take ownership of the BCP Plans, including periodic testing
• Consistently lead by example & effectively coach employees in a positive manner for improved results
• Foster continuous improvement culture within the team
• Create retention strategies, employee engagement methods and early warning systems
• Develop succession planning within the team at all levels
• Consistently lead by example & Chase values.

Required Qualifications, Capabilities, and Skills

• Relevant experience in managing a team and people management.
• Subject matter expert on UK and European payment systems.
• Strong knowledge of product development and product life cycle
• Excellent Communication (verbal & written) and Inter-Personal skills
• Attention to detail and analytical skills
• Time management skills and multitasking ability
• Self-motivated and able to motivate the team
• Customer centric approach

#ICBCareers

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.