JPMorgan Commerce Implementations Lead - Vice President 

United States, Florida, Tampa 

218128378

As the Commerce Implementations Lead, you will lead a team responsible for onboarding Merchant clients on our modernized technology stack. You will oversee a team consisting of SME individual contributors. Your team will support various business segments to set up new clients on Merchant Services products, coordinating all aspects of the implementations life cycle. You will also be responsible for interacting with and supporting Business Development, Relationship Managers and their leadership and developing strong relationships built on a foundation of trust and accountability.

Job responsibilities

• Drive the performance of individual team members on a weekly basis with a focus on skillset progression and individual career development. Provide regular feedback, coaching and performance excellence adhering to performance management cycle.
• Manage onboarding process from discovery through completion with a focus on quality and timeliness. Maintain effective and standard operating procedures, processes and job aides in conjunction with guidelines.
• Serve as first point of contact for escalations to manage client issues and drive to resolution.
• Promote change by partnering with key stakeholders and cross-functional teams to identify process improvement opportunities and deliver efficiencies.
• Compile reporting on onboarding results, intake queues, opportunities for efficiency and performance improvement to be communicated to senior leadership on a recurring basis.
• Navigate systems and tools, operate within established risk parameters/tolerances, and meet internal/external risk and compliance obligations, including completion of required training.
• Assist in building out a strategic vision for your segment and drive initiatives to optimize intake and onboarding processes through automation, innovation, and efficiencies.
• Partner closely with the Business Development, Client Consulting, Relationship and Account Management, Risk, Controls, Technical Implementations, and other business groups across the organization as needed to ensure client business requirement are met and delivered in an on-time, efficient manner and with quality.
• Drive timely deliverables from SMEs within your group and oversee escalations and special projects geared toward improving processes and procedures
• Foster a collaborative, diverse and inclusive environment.

Required qualifications, capabilities, and skills

• 10+ years work experience
• 5+ years of experience with Client Services, Implementations and/or Operations teams.
• Management experience leading teams of 4+ employees.
• Excellent execution skills with a strong risk and control mindset and ability to apply technology solutions to automate manual processes.
• Ability to promote a culture of teamwork and partnership across the department.
• Confident communicator with ability to provide clear and succinct verbal and written updates to mid/senior level management.
• Ability to adapt to a changing environment and manage through ambiguity
• Ability to work in a deadline driven environment.

Preferred qualifications, capabilities, and skills

• Bachelor’s degree
• Proven knowledge of the merchant service industry (including PCI), development of operational controls processes, and risk mitigation.
• Advanced analytics and presentation capability
• Ability to tell stories with data; detect meaningful trends and identify appropriate methods of measurement for business use cases..