Operations Manager, Global Issues Management Director, Merchant Services Operations - Manila

Operations Manager, Global Issues Management Director, Merchant Services Operations - Manila

JP Morgan Chase & Co.
5-8 years
Not Specified

Job Description

Job Description :

J.P. Morgan Wholesale Payments(formerly Treasury Services) provides cash management, liquidity, commercial card, foreign exchange and escrow solutions to clients across the world. Teams are constantly innovating, using the latest technology and data analytics to deliver specialized solutions to help clients grow and streamline their businesses. The organization combines four lines of business: Merchant Services, Treasury Services, Commercial Card and Trade Finance to help clients manage working capital and increase operational efficiency.
Merchant Servicesis the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume.Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.
TheExecutive Director of GlobalIssue Management will have responsibility for handling complex requests across all Merchant Services field segments. This global leadership role is responsible for orchestrating the efforts of multiple Issue Management teams. The Issue Management Director will also be responsible for interacting with multiple internal partners including supporting coverage leadership and developing strong relationships with those different teams. The position requires executive level engagement with the assigned clients, channel partners, technical teams, and Merchant Services Executive Management teams.
Key Responsibilities:
  • People and resource management
  • Maintain effective and standard operational processes
  • Improving and maintaining a controlled environment
  • Lead the strategy around process improvement to promote clear, understandable and consistent models across sites including playing an active part in implementing and changes to the operating model.
  • Management of the performance management cycle including regular feedback, coaching, and performance excellence
  • Ability to cultivate and maintain exceptional relationships with clients and other partners
  • Navigate systems and tools, and partner with cross-functional, cross Global teams to solve client problems.
  • Requires coordination and partnership with other business areas located across the globe
  • Manage competing priorities and setting client expectations accordingly
  • Strong desire and ability to influence, educate and connect customers to technology
  • Ability to learn products, services, systems, platforms and tools required for execution of the job quickly and accurately
  • Operates within established risk parameters/tolerances, and meets internal/external risk and compliance obligations, including completion of required training
  • Professional, thorough, and organized with strong follow-up skills
  • Engage and partner with team members and other LOBs to offer most appropriate products

  • Excellent verbal and written communication and interpersonal skills essential for collaborating with others and speaking with customers orclients.
  • Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.
  • Generally 5+ years in account management, relationship management, client relations or customer service experience preferred.
  • Knowledge of bankcard industry and procedures preferred.
  • Research, champion, advocate and follow through on issues/questions.
  • Understand and assess client needs, troubleshoot issues, quantify downstream impacts.
  • Strong knowledge of Microsoft Excel, PowerPoint & SharePoint
  • Ability to present to executive team as appropriate.
  • Proven ability to work well under pressure with minimal supervision.
  • Ability to build relationships with clients, internal partners, colleagues and peers to achieve desired outcomes.
  • Ability to balance needs of clients with associated risks and interests of the firm.
  • Ability to manage multiple and competing priorities in pursuit of business objectives.
  • Demonstrated ability to anticipate clients issues, own problems on clients behalf, and follow through with commitments.
  • Ability to understand multiple complex systems and processes.

Job Details

Employment Types:


JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the 'WELL Health-Safety Rating' for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment. As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law. Equal Opportunity Employer/Disability/Veterans

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