Technology Client Service Management - Lead at JPMorgan Chase Bank, N.A.
Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume in 2017. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm's new digital wallet that makes mobile transactions simple, safe and rewarding. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.
Lead of the Technology Client Service Management function:
As the Lead of our Technology Client Service Managers (TCSMs) you will be accountable for a team of Technologists and Analysts who face off to most significant clients of the Merchant Services business. The team is accountable for understanding the merchant's technology ecosystem and understanding their strategic objectives for technology with Chase Merchant Services. This will include working as their internal advocate in working with other groups within the organization to deliver a great client / technology experience. As the subject matter experts for their assigned merchants, the TCSM is accountable for identifying and recommending improvements in regards to the client's current connections, configurations and services.
The TCSM function is a market differentiator for our clients, internal business partners and is referenced during the RFP process as part of the \"value propositions of Chase\". Direct client feedback is the TCSM is considered a critical part of their support model with Chase. There are currently about 150 premier merchants which this function oversees. Each individual Technology Client Service Manager is directly responsible for the technology relationship with ~5 to 7 of assigned premier merchants. This relationship is the primary point of technology contact for these clients and will require you to represent complex programs and projects that deliver to these clients.
This leadership position requires a strong leader to drive best practices and improvements across the merchant ecosystem. The person needs to be a good leader, a strategic thinker, a great communicator and someone who can and will take accountability to deliver the best client experience possible. Often times it will requires partnerships with other parts of the organization to drive improvements. An ideal person would be able to proactively engage a virtual, cross organizational team without formal direction, and have senior level interpersonal skills such as influence management, negotiation, and analytical/problem solving skills.
Key Responsibilities and Accountabilities
Establish and maintain a direct relationship between premier merchants and CMS Technology.
Develop a deep understanding of our merchants' business requirements, technical platform, organization and priorities and champion new and enhanced technology services on behalf of the client.
Work in close partnership with Relationship Managers to drive improvements
Report on formal Service Level Agreements (SLAs) and Service Improvements where applicable for premier merchant relationships. Ensure merchant commitments are communicated and understood within the business and the extended technology team.
Be accountable for the successful delivery of the CMS Technology platform and its services to our clients.
In partnership with the Production Management organization, ensure merchants receive support levels in line with their expectations and contractual commitments for incident and problem management. Including determine client impacts on any major outage and communicate to all parties as appropriate.
Monitor and report on performance and client satisfaction on a frequency agreed with merchants (typically monthly or quarterly) to demonstrate performance against SLA's.
Serve as an escalation point for our merchants to assist with technology issues owned by CMS that are not being actioned per commitments or expectations. Escalate issues to leadership that pose substantial regulatory, client relationship or financial impacts.
Program manage client impacting implementations and enhancements ensuring that tasks are completed and key Subject Matter Experts are actively engaged.
At least quarterly, prepare a formal Technology Review for premier merchants where applicable.
Skills and Qualifications
Bachelor's Degree required or equivalent work experience and minimum 10+ years of experience in information technology leadership (breadth of Software development, Infrastructure and Production Operations experience is a plus)
* Proven leader with excellent analytical and problem-solving skills
Ability to manage multiple initiatives simultaneously
* Experience of managing corporate / large scale client service relationships
* 5-10 years of payments processing and merchant acquiring experience is preferred
* Experience in managing complex projects in a matrixed organization
* Proficient creating senior management presentations using MS PowerPoint
* Exceptional verbal and written communication skills with the ability to articulate complex system processes in a concise simple and relevant manner to external partners.
* Ability to resolve conflict & facilitate decision-making
* Travel to client sites as appropriate
* Flexible, process-oriented and organized
* Proficient in Microsoft Office Suite and familiarity with Microsoft Project is required
JPMorgan Chase & Co., 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans
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