JPMorgan Chase Merchant Services - Operations Architecture - Account Servicing Manager in Tampa, Florida

JPMorgan Chase & Co . is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.

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 2016. 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.

Chase Merchant Services is investing in a global leadership position in the rapidly evolving payments landscape with an aggressive transformation agenda. This multi-year, firm-wide strategy will build customer-centric payments solutions for business clients. It’s a unique opportunity to build a modern product suite on a cloud-based, big data platform at an enterprise scale. In addition, the agile operating model will co-locate product owners, designers, and engineers to rapidly bring-to-market new product features. As a result, this transformation team will leverage the power of the firm to help clients expand globally with speed, efficiency, and innovation.

The Account Servicing Manager (VP) will be the primary liaison assisting existing clients with expansion into new regions via the new platform(s). This requires oversight for all operational needs of the clients including onboarding, implementation and ongoing servicing. The primary objective of the role is to ensure a successful and seamless transition as well as post transition support for CMS Clients. The execution of these efforts will be the measure of success and a single approach to tracking, measuring, reporting and closing gaps is critical.

This is an execution focused role that requires extensive relevant experience with a solid understanding of merchant servicing and onboarding/implementation procedures. Prior experience in Merchant Services Operations is mandatory for this role.

Responsibilities:

  • Provides program management oversight for client implementation and ongoing support in expansion countries.

  • Responsible for coordination with client, partner bank and all internal resources

  • Primary point of contact for ongoing operational support post implementation

  • Ability to execute and refine interim processes to support pilots clients

  • Management of supporting garage resources

  • Serve as an escalation point for Garage Operations and partner with Issue Management as needed

  • Partner with Build the Bank teams and leadership to ensure consistent application of procedures and policies based on lessons learned during pilot implementations

  • Complete understanding of Quality Assurance and Quality Control activities

  • Identify and implement improvements to existing training and quality materials and processes

  • Effectively and accurately communicate the status of the process, including key risks, issues and potential solutions

  • Establish effective process management and accountability structure

  • Support any revisions to new SOPs and RCSA process map for the operations teams as well as support any operational adjacent teams

  • Bachelors degree required; Masters degree preferred

  • 12 or more years of relevant experience in managing business, information technology and/or other large scale transformation programs

  • Deep knowledge of the end-to-end payments process and products and the Merchant Service technical systems and how they connect

  • Ability to work on cross-functional teams in a high-paced, Agile work environment

  • Ability to work independently and create goals and vision for delivery in ambiguous or new situations

  • Demonstrated strong leadership and insightful analytical skills

  • Ability to quickly make sound/logical decisions under pressure while focusing on a streamlined client experience

  • Proven experience in working across departments, lines of business within large organizations

  • Ability to act in a calm, organized, energetic manner in a dynamic environment where there are shifting priorities and demands with tight timelines and deadlines

  • Demonstrated bias for action, creative problem-solving and achieving fulfillment by "creating order out of chaos"; Ability to creatively solve complex issues

  • High achievement orientation with ability to lead and motivate others around results. Ability to create a people-centered culture that focuses on performance, engagement and personal accountability

  • Ability to create effective and efficient communication and decision-making processes and an ability to communicate appropriately with all levels of the organization, including the ability to flex personal communication styles between audiences with different levels of attention and focus.

  • In depth knowledge of merchant boarding processes, systems implementation, certification testing, merchant funding, billing, and the chargeback dispute process

  • Discernable experience at structuring and delivering mid-size to large-scale client projects

  • High level of consulting expertise and capable of advising and recommending solutions for complex client engagements

  • Must have the ability to work a flexible schedule as needed in support of international clients and partners in various time zones

  • Must be able to accommodate domestic and international travel

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.