VP Application Support, Senior Leader - Top Client Team at JPMorgan Chase Bank, N.A. (Tempe, AZ)

Employer Description

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. 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

Chase Merchant Services

The global payment processing business for JPMorgan Chase & Co., is the world's leading merchant acquirer with over $1 trillion in annual transaction volume. 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.

Job Description

The VP, Application Support in CIB Technology is a Senior Leadership role presiding over the team responsible for technical consultations and certifications performed with the Merchant Services Top Clients portfolio. This includes highly complex certifications performed within Technical Implementations (TI) and the support of other non-certifcation based Top Client client activity within the merchant test environment. The Top Client team provides high touch consulations and certifications with existing Merchat Services clients. The senior leader will oversee the portfolio of work being performed for these clients, ensure SLAs are met, and improve overall service, delivery, and the client journey in 2021. We are seeking a senior leader with a strong track record building business relationships and partnering with product, technology, and relationship managment teams. This is a newly formed team and processes are still being evolved. The VP must have a strong track record of executing on strategic projects, optimizing business processes, and implementing automation. The candidate will manage 8-10 senior analysts.

The VP, Application Support will partner closely with TI Governance to maintain and establish policies and procedures as they relate to pre-production activities for Chase clients preparing to process credit card transactions with major card brands. The position oversees certifications within for approximately 50 Top Clients within the US and Canada. The role will drive timely deliverables from SMEs within the department and oversee escalations and special projects geared toward improving the certification process. The successful candidate will help drive and build out a strategy to better service our clients implementing transaction processing on Merchant Services core platforms. Processes are primarily manual today with significant opportunities to streamline and further develop quality and testing practices. We are looking to elevate accountability, ownership, and client obsession in the coming year through the ongoing development of our team and business processes.

The merchant certification process must remain PCI compliant with effective controls established in a timely manner as the need arises. The position partners closely with the Payment Network Office, Operations Controls, TI Leadership, Compliance, TI Governance, Technology Partners, and Sales and Relationship Managers across the organization. The ability to build confidence, influence, and cultivate strong working relationships quickly is essential to success in the role.

Responsibilities:

Oversee team of senior analysts (VP level) responsible for consulting, certifying, and performing ongoing maintenance for clients using the Stratus, Tandem, and Gateway platforms.

Partner with product and technology teams to ensure continuous development plans for our analysis that encompass both business knowledge and technology skills

Participate in the investigation of problems and provide resolution where errors have been identified that affect PCI, compliance, financial losses, and missed client deadlines. In conjunction with the primary analyst, determine the best course of action for de-escalation.

Ensure analysts adhere to quality processes and SOPs through ongoing review of test results and coaching. Partner with TI-Governance to create and expand quality testing where needed to mitigate production issues resulting certification issues. This may include both QA and UAT testing.

Coordinate and facilitate meetings with senior leadership to review quality trends, operational issues, escalations, and compliance related concerns that may affect the overall department operations.

Prioritize client activity for the team and closely engage with analysts, clients, and internal business partners during escalations to ensure communications are thorough and reflect ownership of issues.

Establish new metrics and reporting aligned with agreed upon SLAs

Skills Required / Qualifications

Bachelor's degree strongly preferred

Minimum 10 years work experience; 5 years managing Operations or Technology teams; Experience working with offshore teams and identifying appropriate work functions to be migrated offshore is a plus

Advanced analytics and presentation capability - Ability to tell stories with data; detect meaningful trends, and identify appropriate methods of measurement for business use cases

Superior execution skills with a strong risk and control mindset and ability to apply technology solutions to automate manual processes

Proven knowledge of the merchant service industry, development of operational controls processes, and risk mitigation.

Meticulous attention to detail, complex problem-solving skills, and ability to identify the appropriate framework and methodology to de-escalate internal business issues and client-facing issues

Ability to promote a culture of teamwork and partnership across the department

Ability to recognize issues and risks; to promptly initiate action and escalation of management to minimize loss.

Confident and effective communication with the ability to provide clear and succinct verbal and written updates to all levels of management within Chase and our clients

Ability to work in a deadline driven environment and willingness to be available as needed when urgent issues arise after hours.

Must demonstrate a track record of progressive personal development and the use of innovation and automation to improve business processesJPMorgan 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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