JPMorgan Business Support Management Change 

Zambia, Central Province 

921782146

Job Responsibilities:

• Lead and manage teams to ensure high performance and exceptional customer care.
• Deliver efficient, customer-focused back-office services.
• Support BSM Program Management and Governance, ensuring compliance with procedures.
• Foster an inclusive culture and develop team skills in project management and governance.
• Function as a business liaison to ensure effective BCM service delivery and appropriate controls for Business Managers, the Business Control Office, Technology, Operations, and Front Office teams.
• Coordinate change management activities with technology stakeholders to maintain high service levels for supported lines of business.
• Support regional BSM change projects and provide technical guidance by developing SME knowledge on BCM systems.
• Serve as a liaison between the Line of Business and Offshore Hub, coordinating onboarding/offboarding, mediating tech requests, and analysing request feasibility.
• Oversee regional audit and control processes, including postmortem checks, door access, eCommunication retention, and shared drive audits, in collaboration with Business Management and the Business Control Office.
• Execute real estate projects, including orchestrating moves and changes and floor planning.
• Implement strategic technology rollouts in partnership with the regional BCM projects lead, manage cost reporting for market data and tech hardware, and support ongoing offshore strategy while integrating new BCM coverage areas into the Hub.

Required Qualifications, Capabilities, and Skills:

• Proven track record managing high performing cross-location teams, motivating and driving team development and effectiveness.
• Initiative-taker with the ability to work independently and manage multiple tasks in a fast-paced, changing environment.
• Advanced skills in MS Excel and MS PowerPoint.
• Strong business analysis skills.
• Excellent technical knowledge and ability.
• Exceptional written and verbal communication skills; comfortable interacting with cross-LOB partners.
• Excellent project management skills.
• Strong focus on delivery and results oriented.
• Ability to streamline and improve work processes.
• Ability to matrix manage employees across various lines of business to accomplish specific projects.