JPMorgan Technology Support Lead 

United States, Texas, Plano 

125136187

As a Technology Support Lead within the Merchant Services Technology Production Management space, you will lead a team of Issues Management Analysts. You will support merchant-level complex research issues across multiple Merchant Services Payment Processing platforms. Additionally, you will promote and deliver business results, engage with merchants, and develop and implement operational efficiencies. You will collaborate with internal business partners to enhance service delivery to merchants and promote major initiatives in collaboration with Senior Executive leaders in the Relationship Management, Client Onboarding and Service, Technology and Product organizations as well as other areas of operation within Merchant Services. This role offers you the opportunity to be a Senior People Manager.

Job Responsibilities:

• Lead a team of Issues Management Analysts in support of merchant level complex research issues
• Manage day to day performance of the team including handling escalations and other critical issues
• Function as a liaison and escalation point with various internal partners including Relationship Managers, Technology, Client Onboarding and Service and other areas of operation within CIB as well as merchants
• Assess, identify, recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants
• Present updates and solutions in a concise manner to Senior Managers, Business Partners and to Senior Executive leadership on short notice
• Understand and effectively manage risks in the environment
• Analyze team quality performance trends including identifying opportunities for improvement and recommended changes
• Lead major projects and process improvement initiatives in the Production Management – Issues Management space
• Create a positive employee experience while prioritizing business results and managing risks and controls.

Required qualifications, capabilities and skills:

• 5+ years of experience or equivalent expertise troubleshooting and resolving business issues
• 5+ years Merchant Services specific experience or similar operational experience
• Minimum 3+ years of management or equivalent experience
• Demonstrated Intermediate-to-expert proficiency with Relational Database Management tools and SQL
• Experience leading and developing Associate Level staff functions
• Superior problem solving and analytical skills
• Strong written communication Skills
• Demonstrated Executive presence and presentation skills
• Intermediate-to-expert proficiency with Microsoft Excel and PowerPoint
• Experience working with Controls and Audit

Preferred Qualifications, Capabilities and Skills:

• Bachelor’s Degree or equivalent