JPMorgan Client Ops Lead - Implementation Manager Senior Merchant Services 

United States, Florida, Tampa 

988561460

As a Client Ops Lead Senior Implementation Manager in Merchant Services, you will be responsible for leading and coordinating all aspects of the implementation life cycle and for the customer journey through the implementation of large, complex projects through the Omnichannel solution. You will also be responsible for the management of multiple simultaneous highly complex, large scale projects with regular executive level updates and reporting. You must be able to consult with clients to understand their business needs throughout the implementations process. You must also ensure all approvals, sign-offs and client documentation are obtained, time-lines and responsibilities are communicated and hand-off is smooth.

Job Responsibilities

• Facilitate team calls, internally and externally to drive implementation deliverables and issue management, while coordinating and drive recurring status calls with the client
• Ensure all projects are properly delivered and transitioned successfully to production owners
• Lead collaboration with the project team to develop and execute the implementation project plan, establishing clear expectations and providing transparency of timelines using project management principles and practices
• Update project tracking tool ensuring updates are clear, concise, and audience specific while providing project updates in a timely and accurate manner, ensuring stakeholders and business leaders receive an accurate and concise status of each project
• Deliver client requirements in a clear and meaningful manner to the intended audience
• Demonstrate creative problem solving and solid judgment/decision making
• Take ownership, escalation and resolution of risk issues when they occur in a timely manner while demonstrating strong controls and risk management as we manage the change to the client and to the firm
• Partner with clients asking the necessary questions to understand their level of knowledge and their processing model ensuring it fits the proposed solution and being an advocate for the client
• Manage clear expectations and understanding, internally and externally with the client by establishing clear timelines and managing documentation requirements
• Navigate implementation to completion by ensuring deliverables are met, holding task owners accountable, and managing issues and escalations

Required Qualifications, Skills and Capabilities

• 5+ years of relevant experience, project management, including the use of project plans and issue logs
• Time management and organizational skills
• Strong verbal and written communication skills
• Strong presentation and negotiating skills
• Proven ability to successfully manage conflict, proven team leadership and meeting facilitation skills
• Demonstrated ability to work in a team environment, and ability to adapt to a changing environment
• Some travel may be required (less than 25%) to visit clients

Preferred Qualifications, Skills and Capabilities

• Client facing with senior leaders
• Strong technical aptitude pertaining to Merchant Services products
• PMP Certification or other Project Training
• BA/BS degree

Work Schedule

• This hybrid role requires going into the office three days a week with two days flexibility to work from home; subject to change