Cash & Card Operations Lead - Vice President

Cash & Card Operations Lead - Vice President

210741858

T12:55:26+00:00

Edinburgh

Business Analysis

Full time

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 which is 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 working with product development squads to identify / escalate any potential bugs/defects from investigations and assist with resolution.

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 stake holders to identify / escalate / resolve process issues / outages

Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs

Guide team's focus on customer experience and work towards reducing negative customer impacts

Identify methods to increase Straight Through Processing (STP) by reduction of manual touch points

Conduct periodic capacity planning exercises with the team, taking into account current volume trends

Coordinate application / system updates/releases. Identify / Escalate 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.

Coordinate application / system updates/releases. Identify / Escalate outages/issues

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 and identified; partner with Risk and Controls teams to ensure all risks are identified and mitigated timely

Maintain & take ownership of the BCP Plans, including periodic testing

Consistently lead by example & effectively coach employees in a positive manner for improved results

Foster continuous improvement culture 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 & 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 Inter-Personal skills

Attention to detail and analytical skills

Time management skills and multitasking ability

Self-motivated and able to motivate the team

Customer centric approach

#ICBCareers

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. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.