JPMorgan Technology Support II - Merchant Services Issues Management 

Philippines, Quezon City 

525350702

Job responsibilities:

• Lead a team of Issues Management Analysts who specialize in conducting complex research, performing advanced data analysis and generating reports using complex SQL queries.
• Oversee the day-to-day operations of the team, ensuring all Issues Management cases are handled promptly and effectively.
• Provide guidance and support to team members to enhance their skills and knowledge in handling Issues Management cases.
• Monitor individual and team performance metrics, providing feedback and implementing strategies to improve productivity and quality of service. Ensuring accurate and timely resolution of issues.
• Handle escalated issues promptly and effectively maintain Client’s satisfaction.
• Generate and review team’s performance reports to identify improvement opportunities.
• Collaborate and work closely with other internal departments to address Client’s issues.
• Identify opportunities for process improvement and implement solutions to enhance the efficiency and effectiveness of the team.

Required qualifications, capabilities and skills

• Demonstrated strong technical skills and business acumen related to data management and payments processing.
• Previous experience in banking operations, technology and team management.
• Ability to lead and motivate team effectively.
• Strong communication skills for interactions with team members, internal departments, senior management and clients.
• Familiarity with banking payment systems and experience in incident management, production support and problem management processes.
• Ability to adapt to changing priorities, work under pressure and meet deadlines in a fast-paced banking environment.
• Ability to challenge colleagues and demonstrate a visionary mind-set always seeking ways to enhance processes that improve the client experience.

Preferred qualifications, skills and capabilities

• Bachelor's degree or at least 7 years equivalent relevant work experience
• Demonstrated strong SQL query experience writing and modifying complex queries.
• Minimum of 3 year experience with help desk ticketing systems
• Ability to influence and lead technical conversations with other resolver groups as directed.