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Merchant Services - ED, Head of Migration Call Center Operations at JPMorgan Chase Bank, N.A. (Elgin, IL)

Merchant Services is the global payment processing business for JPMorgan. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume and a top provider of payment, fraud and data security for companies large and small. Merchant Services can handle virtually all significant methods of payments globally and is capable of authorizing transactions in more than 130 currencies.

Merchant Services is aggressively investing in the rapidly evolving payments landscape with multiple transformation initiatives. WePay, a Chase Company, is redeveloping their platform to support SMB clients, while JPM Wholesale Payments (formerly Treasury Services) is building out a new platform for large middle market and enterprise clients under a program named HELIX. This is a unique opportunity to lead a team responsible for migrating clients from legacy platforms to modern product suites operating on cloud-based, big data platforms at enterprise scale.

What you will be doing?

The Head of Migration Call Center will partner with the product team leading migration strategy and the team responsible for technical migrations. Additional partners include the program delivery team, sales, service, operations and technology. In advance of the migrations, you'll be responsible for building a team of employees who will develop the migration process. In parallel, you'll have to ramp a large, high performing team composed of offshore and onshore employees and contractors. Once on board, these resources will have to be trained on tools and processes to migrate clients, call scripts, client handling, legacy platforms and the end state platform. As the migration kicks off, your team will be responsible for hand holding each client through the migration process. This will include introductory calls, info gathering calls, configuration and setup, migration calls, and post migration follow up calls. Under your leadership, the teams will migrate hundreds of thousands of clients across Europe, Canada and the US from legacy Merchant Services systems to the new payment platforms being developed under Helix and WePay, a Chase Company.

Responsibilities:

Build a high performing team comprised of individuals with multi-faceted skills responsible for executing the end to end migration for all Merchant Services' clients from SMB to large corporate

Collaborate with executive leads across cross functional areas - Sales, Service, Product, Operations, Technology, and Legal to execute the migrations

Develop a call center strategy using existing firmwide tools and processes which seamlessly integrates with existing Service and Operations call centers

Set up a leadership team which will lead contract staff who will engage clients before, during and after the migration process

Set up proficiency and quality benchmarks, as well as ways to report on the benchmarks to ensure call center staff performance

Hire a team of 100+ FTE/FTC call center staff to engage clients, partner with Service and Sales, manage the migration process, track progress, ensure pricing and billing are accurate, and provide post migration follow up and support

Leverage the teams, the technology and the processes to migrate hundreds of thousands of clients from legacy processing platforms to target platforms

Ensure management receives accurate progress reporting, is aware of risks and concerns and issues are escalated promptly

Requirements:

10+ years of experience in payments, technology, e-commerce or financial services. Merchant Service and Treasury Services/Payments experience preferred

5+ years of experience leading teams or initiatives through new product development and commercialization in the payments space, either as a product lead or as an operations lead,

Track record of successfully running a large scale wholesale client migration, merger integration or product integration, with specific experience establishing the strategy, defining the process, leading the execution, designing the technical bridges, addressing product gaps or handling client escalations

Knowledge of card processing technologies including APIs, tokens, hosted payment processing, fraud mitigation, global methods of payments, micro service architecture and cloud based processing.

Knowledge of product development processes, project management processes and understanding of product development lifecycle strongly preferred

Strong client management and executive-level communications skills

Experience working in a fast-paced and highly cross-functional organization. Prior experience with a premier strategy consulting firm or an internal consulting/corporate strategy team, including managerial experience motivating and leading high-performing teams is advantageous.

MBA or an advanced business degree from a top-tier program is preferableJPMorgan 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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