Chase Merchant Services, a business unit within CIB Wholesale Operations, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies.
The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing.
With a legacy of innovation and vision in electronic payments, JPMorgan Chase promoted the growth of e-commerce worldwide.
The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions.
By offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase’s consultative approach helps today's small and emerging businesses become tomorrow's industry leaders.
On the Internet or at the point of sale, JPMorgan Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.
As Vice President / Account Manager III for Merchant Services Ops, you will be responsible for leading teams from various functions, manage the day-to-day operations of the department and ensure that business objectives are consistently achieved.
The position involves closely partnering with various stakeholders to lead local strategies for sustainable performance, improve enterprise-wide processes, and meet business objectives.
The Enterprise Call Center (ECC) includes operational functions core to the providing Customer Service for merchants. The successful candidate will lead diverse functions, providing day-to-day management and oversight for operations which are located in multiple sites.
Principal Duties and Responsibilities (in order of importance)
Manage departmental performance through designated managers. These tasks include, but is not limited to monitoring regular productivity, provide guidance on staffing & workload adjustments, and adherence to policy & procedures
Lead team managers & / or partner with on-shore counterparts to achieve department KPIs
Lead process improvement efforts across multiple sites to enhance business results and customers experience
Lead employee related initiatives such as interviewing and hiring, setting performance objectives, individual development plans, & creating a strong internal bench strength
Provide leadership to direct reports with emphasis on staff and skills development, while reinforcing organizational culture of managerial accountability and employee engagement.
Manage financial goals by reviewing expense reports, monthly budget performance reports, forecasting expenses, and making necessary adjustments.
Manage risk and control in the line of business and continuously monitor compliance to regulatory requirements in all areas of the business
Support & / or lead enterprise-wide strategies to improve business results
Manage participation of the department in local site-wide efforts in support of engagement, skills development, & performance enhancement activities
Building Relationships and using Influence
Sets a vision and can gain buy-in and support to deliver
Self-evident interpersonal skills with the proven ability to influence and achieve alignment across a range of different opinions and interests
Excellent communicator and listener who is able to present persuasive arguments to executives and customers
Ability to develop consensus within a matrix-managed organizational climate of diverse operational activities
Executing for Results
Confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
Sets strategy and drives execution. Translates strategy into clear actions for the team to achieve organizational results
Possesses an extensive and distinctive delivery track record
Translates the mission of the organization into actionable, quantitative plans
Possesses high levels of positive energy and endurance
Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance
Demonstrated ability with strategic thinking and ability to influence decisions and business direction
Business Acumen& Domain Knowledge
Strong analytical skills, strategic
Consistently evaluates decisions in terms of impact to the business
Translates hidden opportunity in an organization into results
Experience with Call / Contact Centers, Business Strategy and Operations management
Must demonstrate prior work history and experience using an extensive suite of tools and systems to manage day-to-day operations
Ability to present complex information in an understandable and compelling manner
Experience with statistical / trend analysis including merging multiple data points, creating ad hoc reports and translating results into strategy is required
Knowledge and Experience
Four-year college degree or equivalent experience - degree in Finance, Business Management, or Operations Management preferred
Minimum of 5 - 8 years operations management and leadership experience - prefer international management experience
Experience in financial services is preferred
Strong knowledge of payments industry a plus
Proven track record of driving performance and working with cross functional teams
Strong leadership skills with demonstrated success in managing complex operational functions for world class performance
Proficient in setting strategic direction and execution. Proven ability to deliver business results and demonstrate continuous improvement.
Experienced at implementing positive change across multiple functional groups, and implementing innovative solutions as appropriate