Job Description
Join a team shaping the future of digital payments and drive your professional growth. Become a pivotal leader at the forefront of revolutionizing payment operations, where your expertise will help drive efficiency across our financial systems.
As a Payment Lifecycle Associate II within Payments Operations, you will combine people leadership with strong payments operations expertise and an understanding of systems architecture and automation to scale operational capability. You will drive issue resolution through structured triage and escalation, set priorities, manage capacity across a 24/7 operating model, and partner closely with internal lines of business, technology, and control functions. Your ability to apply cybersecurity controls, anti-fraud strategies, and data-driven performance management will be critical to sustaining a high-performing operation.
Job responsibilities
- Lead and manage a payments lifecycle operations team, including hiring support, onboarding, coaching, performance management, and talent development.
- Own operational outcomes (SLA performance, accuracy, exception rates, client/stakeholder experience) and drive a culture of accountability and continuous improvement.
- Serve as the senior escalation point for complex, high-impact, or time-sensitive payment exceptions; apply independent judgment to resolve issues within policy and control standards.
- Strengthen the control environment across technical, financial, and operational processes by identifying risks, driving remediation, and ensuring sustainable fixes.
- Direct research and analysis for non-routine payment lifecycle issues; ensure accurate and timely fund transfers across various products, channels, and parties. Define and execute the team’s operational strategy and short-term goals, including prioritization of workflow, backlog management, and execution against business initiatives.
- Partner with stakeholders across lines of business, technology, and controls to manage end-to-end delivery, communicate status, and drive timely decisions.
- Lead process optimization initiatives, including defining project requirements, success metrics, process models, and implementation plans that improve quality and customer experience.
- Apply systems architecture and automation knowledge to influence enhancements, reduce manual touchpoints, and improve operational resilience and scalability.
- Oversee troubleshooting and resolution of file transmission issues (rejected files, connectivity failures, security-related errors), ensuring proper documentation and root-cause tracking.
- Ensure end-to-end case ownership and governance for inquiries received via email and internal transfers, including response quality, turnaround time, and stakeholder communication.
Monitor systems and transmission files, establishing appropriate routines, alerts, and controls to ensure stable operations.
Required qualifications, capabilities, and skills
- Demonstrated ability in operations leadership or management within payments, with at least three years of experience, showcasing advanced knowledge of global payment processing operations, products, and systems architecture to support operational efficiency and change management.
- Self-reliant and proactive in problem-solving, with the ability to independently conduct root cause analysis and execute analytics projects, creatively finding solutions.
- Ability to navigate effectively in dynamic environments with evolving priorities and shifting workloads across complex products, applying a commercial and growth mindset to adapt to new business initiatives.
- Proficient in data analysis techniques, capable of interpreting and communicating insights to inform decision-making with senior stakeholders, while leveraging strong interpersonal skills for collaboration.
- Understand cybersecurity controls and anti-fraud strategies to protect information and systems, with familiarity in continuous improvement methodologies and design thinking techniques.
- Demonstrated proficiency in using automation technologies to optimize payments processing, with a proven track record in enhancing customer experience throughout the customer journey.
- Manage 24/7 coverage planning, including rotation schedules, weekend/holiday coverage, and location shift coverage between Mumbai, Bangalore, and Tampa to meet resiliency requirements.
Preferred qualifications, capabilities, and skills
- Knowledge of ISO or Swift message processing or management.
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
