Operations Manager Merchant Services

J.P. Morgan Chase & Co   •  

Plano, TX

Industry: Accounting, Finance & Insurance


8 - 10 years

Posted 35 days ago

This job is no longer available.

Chase Merchant Services is 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 in 2017. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm’s new digital wallet that makes mobile transactions simple, safe and rewarding. 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.

Our firm is seeking a highly talented Business Operations Manager candidate for a position on our Chase Merchant Services Operations Maintenance leadership team.

This role will lead multiple teams located in Plano, TX. The successful candidate will possess the ability to create and drive a client obsessed culture by focusing on solutions as well as creating fluid processes that have an immediate impact on our client’s experience.

This role will oversee teams that support various levels of inbound client requests and will ensure the successful delivery of services to support our clients. In addition, this position will play a critical role in driving enhancements, maintaining/enhancing controls while providing strong leadership.

The Business Operations Manager will concentrate on the quality of work, create end to end processes that impact our existing Merchant Services accounts and coach teams on providing solutions that help drive customer excellence. A key part of the role is to interact with our internal partners to address issues, create solutions, and work together to provide an exceptional experience for the clients.

Role Responsibilities:

  • Develop and implement business strategy, and influence change through effective relationship management across a wide network of partners

  • Lead multiple and diverse teams driving high employee satisfaction and retention; develop a strong pipeline of successors

  • Leverage proven financial acumen to manage budget, identify and calculate cost savings (business case development) and to direct capacity planning/project allocation

  • Promote a culture of continuous improvement with discipline around end-to-end workflow/process skills; participate in the review and recommendation of operational systems and procedures

  • Ensure achievement of service levels, and strong control and quality performance; provide regular coaching, feedback and career guidance

  • Guide the development and implementation of policies and procedures to ensure a strong controls infrastructure

  • Work with Risk/Control partners to proactively identify and close any control gaps that may exist; interact with internal/external auditors and regulators

Qualifications: Requirements:

  • Demonstrated, well-rounded leadership with 7+ years in leadership roles managing a significant number of employees across multiple teams in Financial Services (or comparable industries), Service/Operations, Commercial, Business and/or Consumer Banking

  • Well-developed ability to attract, train, motivate, develop and retain employees

  • Strong interpersonal skills and demonstrated success in building collaborative relationships with ability to influence the development and execution of key operational strategies and projects

  • Proven communication skills, both verbal and written, with ability to present to varied and large audiences, including executive updates

  • Demonstrated financial acumen to manage budget, identify and calculate cost savings (business case development) and to direct capacity planning/project allocation

  • Established background in promoting a proactive risk culture and driving control initiatives, including knowledge of regulatory requirements

  • Exceptional analytical, project management, decision-making and problem resolution skills; Six Sigma and/or Lean Processing background is a plus

  • Bachelor's Degree or equivalent experience

    Req #: 190030673