As a Technical Implementations (TI) Mumbai Site Lead, you will preside over a team responsible for project-level Integration Testing efforts, monitoring client activity within the Test environment, general client maintenance activity and troubleshooting technical issues. You will oversee a group located in Mumbai consisting of Associate team managers and their respective directs. Your team will perform testing efforts on Chase Merchant Services Proprietary Platforms (Orbital Gateway, Tandem, Stratus, and Commerce) across multiple lines of business. Your role will be responsible for driving timely deliverables through your leads from SMEs within their groups and oversee escalations and special projects geared toward improving the testing process. You will partner closely with the Payment Network Office, Controls, Complex Implementations, TI Leadership, Compliance, TI Governance, Business Development and Relationship Managers across the organization as it relates to pre-production activities for new and existing Chase clients preparing to process credit/debit card transactions with major card brands. You will assist in building out a strategic vision for your segment and drive initiatives to optimize TI processes through automation, innovation, and efficiencies. Some of your key goals will be to elevate accountability, ownership, and client obsession across your assigned segment. The ability to build confidence, influence, and cultivate strong working relationships will be essential to success in your role.
Job Responsibilities:
- Drive the performance of your leads (and their respective team members) on a weekly basis with a focus on skillset progression and individual career development.
- Ensure your leads are performing efficient queue management for your assigned segment by confirming adequate disbursement of caseloads and timely assignment of incoming demand.
- Partner with key stakeholders for your assigned segment within Business Development and Relationship Management, offering insight into trends and incoming demand through recurring presentations.
- Compile reporting on quality results, queue trends, opportunities for efficiency, performance improvement, and training within your assigned segment on a recurring basis and communicate messaging accordingly.
- Promote change by identifying and addressing service gaps to improve the overall testing experience and establish a successful track record of surpassing team deliverables.
- Assist in the management of the department procedures, processes, and job aids in conjunction with LOB guidelines.
- Foster a collaborative, diverse and inclusive environment for your assigned segment.
Required Qualifications, Capabilities, and Skills
- Minimum 7 years work experience; 5 years of experience with Operations and/or Technology teams.
- Current/former management experience leading teams of 5-10 employees.
- Excellent execution skills with a strong risk and control mindset and ability to apply technology solutions to automate manual processes.
- Attention to detail, adept at problem-solving, and able to identify the appropriate framework and methodology to de-escalate internal business/client issues.
- 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.
- Bachelor’s degree strongly preferred. Will consider robust work experience in lieu of.
- 3-5 years of experience managing senior associate and VP-level talent strongly preferred.
- Advanced analytics and presentation capability – Ability to tell stories with data; detect meaningful trends and identify appropriate methods of measurement for business use cases.
- Proven knowledge of the merchant service industry (including PCI), development of operational controls processes, and risk mitigation.
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
