Technology Support Manager - Merchant Services - Issues Management

Job Description
At JPMorgan Chase, we endeavor to provide a place where your development and growth are nurtured and achieve your highest potential.
As a Technology Support Manager II within Merchant Issues Management space, you will be leading and supporting critical strategic initiatives, business performance initiatives and operating cadence management. Business performance initiatives may include assessing and implementing more efficient ways to operate, coordinating with internal stakeholders on end-to-end performance of the various Client Service, Merchant service improvement opportunities. The team's mission is to support the resolution of issues as well as conduct strategic analysis that results in sustainable improvements to our products and technology operations. Projects will include heavy interaction and collaboration with senior manager and an Executive Leadership across the JP Morgan Payments space.
Job responsibilities:

• Lead a team of Issues Management Analysts who specialize in conducting complex research, performing advanced data analysis and generating reports using complex SQL queries.
• Oversee the day-to-day operations of the team, ensuring all Issues Management cases are handled promptly and effectively.
• Provide guidance and support to team members to enhance their skills and knowledge in handling Issues Management cases.
• Monitor individual and team performance metrics, providing feedback and implementing strategies to improve productivity and quality of service. Ensuring accurate and timely resolution of issues.
• Handle escalated issues promptly and effectively maintain Client's satisfaction.
• Generate and review team's performance reports to identify improvement opportunities.
• Collaborate and work closely with other internal departments to address Client's issues.
• Identify opportunities for process improvement and implement solutions to enhance the efficiency and effectiveness of the team.

Required qualifications, capabilities and skills

• Demonstrated strong technical skills and business acumen related to data management and payments processing.
• Previous experience in banking operations, technology and team management.
• Ability to lead and motivate team effectively.
• Strong communication skills for interactions with team members, internal departments, senior management and clients.
• Familiarity with banking payment systems and experience in incident management, production support and problem management processes.
• Ability to adapt to changing priorities, work under pressure and meet deadlines in a fast-paced banking environment.
• Ability to challenge colleagues and demonstrate a visionary mind-set always seeking ways to enhance processes that improve the client experience.

Preferred qualifications, skills and capabilities

• Bachelor's degree or at least 7 years equivalent relevant work experience
• Demonstrated strong SQL query experience writing and modifying complex queries.
• Minimum of 3 year experience with help desk ticketing systems
• Ability to influence and lead technical conversations with other resolver groups as directed.

About Us
JPMorganChase, 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. 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.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.