דרושים Servicing Strategy Lead- Home Lending Marketing ב-גיי פי מורגן ב-United States, Columbus

J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.

As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.

Job responsibilities

• Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
• Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
• Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
• Drive operational results (SLAs and KPIs and the delivery of excellent service
• Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
• Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
• Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
• Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
• Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.

Required qualifications, capabilities, and skills

• FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
• Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
• Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
• Experience managing KPIs and SLA’ s as well as client-company relationships
• Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
• Passion for learning new things every day and a continuous improvement mindset

Preferred qualifications, capabilities, and skills

• 2+ years supporting service teams in a leadership capacity
• 4+ years experience with Client Service / Contact Center solutions
• 4+ years experience with CRM and help desk software
• Lean / Six Sigma certification
• Exposure to a wide array of financial products
• Series 9 and 10 licenses preferred
• University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory

Your ability to innovate, adapt to change, and manage tasks effectively will be essential in driving service-delivery improvement and achieving our departmental objectives, ultimately propelling the firm toward a state of operational excellence.

Job responsibilities:

• Lead the development and implementation of process improvement initiatives, utilizing advanced data analytics to identify operational inefficiencies, providing impactful recommendations and coaching to client teams as they implement recommendations.

• Utilize storytelling skills to effectively communicate complex process improvement strategies and changes to diverse stakeholders, influencing decision-making and fostering understanding.

• Collaborate with LOBs and IT teams to evaluate existing technology ecosystems to identify/optimize platforms and tools that align with business objectives and drive digital transformation.

• Leverage AI, LLM (Large Language Models), and NLP (Natural Language Processing) tools to aid in providing actionable insights and innovative solutions to complex business challenges

• Oversee the end-to-end change management process, from strategic communications to lasting stakeholder impact mitigation, ensuring alignment with organizational goals.

• Build deep, trust-based advisory relationships with key client stakeholders and senior leaders, ensuring their satisfaction throughout the engagement.

• Analyze large quantities of data, apply a range of analytical tools, synthesize insights, and support the development of strategic solutions

• Lead one or more client projects, including managing multiple associates across several workstreams and developing team members both formally and informally, including serving as a mentor.

• Collaborate with your team to build hypothesis sets, analyses, and roadmaps for solutions.

• Manage ambiguity of requests by structuring and scoping complex problems, analyze large quantities of information, apply a range of analytical tools, synthesize insights, and develop strategic and tactical solutions

Required qualifications, capabilities, and skills:

• 5+ years of experience in developing and implementing process improvement or re-engineering programs, with a focus on operational efficiency and risk reduction.

• Bachelor’s degree in a related discipline, such as Business Administration, Economics, Finance, Management Information Systems (MIS), Industrial Engineering, Data Science or Analytics, and Computer Science.

• Demonstrated ability in leading end-to-end change management processes, including strategic communications, influencing others, and mitigating stakeholder impact.

• Advanced proficiency in data analytics, with a demonstrated ability to interpret models and make inferences from data to drive continuous improvement (see preferred technology below).

• Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems (see preferred technology below).

• Proven experience in managing diverse teams, with a focus on fostering an inclusive environment and coordinating work across different parts of a department.

• Self-motivated and executes deliverables with speed and precision

• A dedicated learner with a strong commitment to skill development and a genuine curiosity for acquiring new knowledge.

• Ability to travel up to 10%

Preferred qualifications, capabilities, and skills:

• 3+ years management consulting experience

• Master’s degree in a related discipline, such as Business Administration, Economics, Finance, Management Information Systems (MIS), Industrial Engineering, Data Science or Analytics, and Computer Science.

• Familiarity with relevant technology/systems, such as Tableau, Alteryx, Power BI, Salesforce, SAP, Oracle, Python or R, SQL, and JIRA/JIRA Align

• Demonstrated ability to drive innovation by developing and applying creative solutions to enhance process efficiency and effectiveness.

• Experience utilizing systems thinking to analyze complex processes and identify areas for optimization and integration.

• Ability to foster cross-functional collaboration to identify and implement process improvement opportunities across departments.

As a Vice President in the Domestic Trust Services / Fund Servicing team, you will support our Endowment and Foundation and Trust clients by providing accounting services and transactional support and processing. This position requires the understanding of advances accounting, cash, and securities movement methodologies. General responsibilities include partnering with internal and external partners and communicating with external clients/partners to gather and process information.

Job responsibilities

• Organize daily priorities to ensure deliverables are met for assigned activities.
• Process daily activities which include digital mail, subaccount, cash movement, securities movement of endowment and foundations and privately held entities.
• Be a subject matter expert on the methodologies of accounting, cash and securities movement.
• Display problem solving, analytical skills and independent decision making in line with position.
• Conducts quality control over other’s work.
• Be flexible and engaged with team members to meet departments deliverables.
• Lead, mentor, and participate in the development of associates.
• Be available to provide input to, test and help implement innovative technology as needed.
• Manage internal and external technology including Third Party Oversight management as needed.
• Support the development of marketing products and poses the ability to engage external U.S. banking clients.

Required qualifications, capabilities, and skills

• An undergraduate degree in Finance/Accounting or equivalent professional experience.
• Advanced understanding of investment account statements from financial institutions.
• Ability to interact with U.S. based clients to support product initiatives.
• Ability to partner with other business associates to develop process improvement strategies, integrate processes, and execute changes to or implementation of new processes.
• Ability to take ownership and be accountable.
• Ability to prioritize and manage multiple responsibilities simultaneously.
• Aptitude for analyzing issues and information accurately and demonstrating effective issue resolution and decision-making skills (fact-based decisions).
• Proficiency with Microsoft applications (Word, Excel, Access, PowerPoint).

Preferred qualifications, capabilities, and skills

• Fund accounting and/or experience with privately held companies.
• Experience of various banking/accounting software applications.
• Experience developing/converting to new banking/accounting software.
• People management/engagement experience and skills.
  

As a Vice President in the Wholesale Credit Risk team based in Thailand, you will be at the forefront of executing transactions across derivatives, liquidity and cash management products, loans, as well as acquisition & leveraged finance. You will be working closely with our business partners from various sectors including Corporate Banking, Global Investment Banking, Markets and Global Payments. Your role will be pivotal in promoting credit analytics including risk rating determination, industry assessment with a key focus on due diligence, structuring, negotiation, documentation, and approval of transactions. You will also be responsible for the ongoing credit monitoring and review work for all client facilities, providing you with a diverse and dynamic work environment.

Job responsibilities

• Be responsible for ongoing supervision and management of an assigned portfolio of corporate and institutional clients across a range of industries
• Take a lead role in the due diligence, structuring and documentation for transactions
• Conduct detailed review of forward-looking credit analysis, along with necessary financial modelling, to provide insight into clients’ industries and the key business and financial risks they face
• Exercise a meaningful credit approval authority
• Interact closely with transaction stakeholders including client coverage and product bankers, credit executives and legal counsel
• Review various credit and regulatory reporting requirements
• Mentor and develop junior Wholesale Credit Risk team members
• Track market and industry developments and their impact on clients
• Recommend and monitor internal credit ratings; and
• Support the team with ongoing ad-hoc initiatives and work streams

Required qualifications, capabilities and skills

• At least 6 years’ experience gained in a credit risk or credit analysis role within corporate, institutional and/or investment banking
• Strong credit risk analysis skills covering both qualitative and quantitative analysis
• Strong understanding of products across loans, derivatives and liquidity and cash management products as well as related documentation
• Ability to take an active role in identifying key issues and concerns relating to clients, their industries and transaction structures
• Ability to demonstrate good time management and clarity in thinking when dealing with multiple work streams in a fast-paced environment
• Ability to foster relationships and confidently interact with origination teams and other internal stakeholders

Preferred qualifications, capabilities and skills

• Highly proficient in Microsoft Excel with an ability to navigate through financial models, as well as other Microsoft programs (PowerPoint, Word, Outlook etc.)
• Undergraduate degree or post graduate qualifications in accounting, business, finance, or a quantitative related discipline

Job responsibilities

• Develop Mobile applications for chase apps using Swift, Swift UI and Objective C
• Optimize applications for various mobile screen sizes, iPad, iWatch and other iOS devices
• Work on large and complex mobile apps and in implementing complex mobile front-end solutions and experience with automated testing and test driven development
• Collaborate with UX designers on rapid prototypes of new concepts and features to implement superior user experiences
• Optimize mobile applications for maximum speed, reliability and scalability, follow and promote Agile practices including Scrum, Lean, BDD and Continuously Delivery
• Research new technologies, identify and learn best practice, adapt quickly and provide technical guidance across the organization and work with multiple globally distributed teams to deliver end-to-end solution across regions
• Promote excellent user experience and system performance by supporting SRE practices

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 5+ years applied experience
• Proficient in mobile development frameworks including iOS Swift, Objective C, UIKit and Cocoa
• Strong understanding of iOS design patterns MVVMC,MVP, MVC, MVVM, VIPER and others
• Integrate various native features like Camera, Push Notifications, GPS, CoreML, VisionKIt
• Experience securing application via device registration, biometrics, platform integrity and keychain
• Experience in mobile app encryption, data protection, and addressing security vulnerabilities
• Experience in integration of APIs with Mobile app and proficient in using iOS development tool XCode
• Build responsive apps for various iOS device sizes and experience in releasing apps to App Store or Enterprise App Stores using CI/CD pipeline
• In depth knowledge of GIT and source code management and understanding of CI/CD best practices, experience in developing unit, component, and end to end testing for mobile apps and knowledge of agile software development methodologies
• Must possess excellent interpersonal skills including strong written and verbal communication and excellent analytical, problem solving, and decision making skills

Preferred qualifications, capabilities, and skills

• Agile/Scrum as well as Waterfall development methodologies
• Mobile Native Application and Mobile Browser Testing via devices and simulators in both iOS and Android platform
• Build automation (static and dynamic analysis) and frameworks with software engineers that are able to improve security, whilst also improving developer and customer experience.
• Understanding of mobile app vulnerabilities, experience in Apple platforms, FIDO Technologies.
• Provide challenge and assessment of potential technology risks including information and cyber security control weaknesses by performing threat modelling exercises.

Job responsibilities

• Executes creative software solutions, design, development, and technical troubleshooting with ability to think beyond routine or conventional approaches to build solutions or break down technical problems
• Collaborate with product managers to integrate machine learning capabilities into product requirements.
• Translate requirements into technical specifications and designs, incorporating machine learning models.
• Develops secure high-quality production code, and reviews and debugs code written by others
• Identifies opportunities to eliminate or automate remediation of recurring issues to improve overall operational stability of software applications and systems
• Leads evaluation sessions with external vendors, startups, and internal teams to drive outcomes-oriented probing of architectural designs, technical credentials, and applicability for use within existing systems and information architecture
• Leads communities of practice across Software Engineering to drive awareness and use of new and leading-edge technologies
• Adds to team culture of diversity, equity, inclusion, and respect

Required qualifications, capabilities, and skills

• Formal training or certification on Software Engineering / Machine Learning concepts and 5+ years applied experience
• 5+ years of Hands-on practical enterprise experience delivering system design, application development, testing, and operational stability
• Advanced in one or more programming language(s) Python and AWS deployment
• Proficient in all aspects of the Software Development Life Cycle
• Advanced understanding of CI/CD, Application Resiliency, Automation and Security
• Demonstrated proficiency in software applications and technical processes within a technical discipline (e.g., cloud, artificial intelligence, machine learning)
• Practical cloud native experience in AWS
• Extensive experience in utilizing Terraform for infrastructure as code, enabling efficient provisioning and management of cloud resources
• Leverage Spark for big data processing and analytics, optimizing data workflows and enhancing performance in distributed computing environments

• Experience in building complex and scalable Software solutions on AWS
• Proficiency in building machine learning and pipelines that use Generative AI models on AWS
• Strong in programming using Python and should be able to scalable and optimized code
• Hands on experience in designing and building RAG pipelines
• Experience in Prompt Engineering, Vector Database and AI Agents
• In-depth knowledge of the financial services industry and their IT systems