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, 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 collaborating with product development squads to identify and resolve any potential bugs or defects from investigations.
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 stakeholders to identify, resolve, and mitigate process issues and outages.
* Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs.
* Guide the team’s focus on customer experience and work towards reducing negative customer impacts.
* Identify methods to increase Straight Through Processing (STP) by reducing manual touchpoints.
* Conduct periodic capacity‑planning exercises with the team, taking into account current volume trends.
* Coordinate application/system updates/releases; identify and resolve 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.
* 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; partner with Risk and Controls teams to ensure all risks are identified and mitigated timely.
* Maintain and take ownership of the BCP Plans, including periodic testing.
* Consistently lead by example and effectively coach employees in a positive manner for improved results.
* Foster a culture of continuous improvement 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 and live the 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 interpersonal skills.
* Attention to detail and analytical skills.
* Time‑management skills and ability to multitask.
* Self‑motivated and able to motivate the team.
* Customer‑centric approach.
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. We are an equal‑opportunity employer and place a high value on diversity and inclusion. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, 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.
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