Vice President, Chase Travel Identity and Access Management Operations

Job Description
Embark on a rewarding career journey as a Vice President for Chase Travel Identity and Access Management Operations. In this role, you will lead an established Identity & Access Management (IAM) Operations team that operates 24x5 and is responsible for user access management in systems such as Active Directory, O365, and Entra (Azure) AD, along with various applications. The IAM Operations team also assists with other IAM-related tasks and projects, including user access certifications and other initiatives.
As a Vice President for Identity and Access Management Operations in Chase Travel (CTJ), your oversight will help ensure the team's work is completed within SLA's and the team is adhering to the steps documented in our associated job aids. You will focus on maintaining a high-quality delivery of service and alignment with the firm's control objectives. Your team is expected to identify opportunities for improvement, propose recommendations, and deliver solutions (engaging assistance as needed, from within the IAM team and externally).
Job Responsibilities:

• Monitor the team's ticket queue to ensure tickets are assigned and completed within Service Level Agreement (SLA) and expedite any requests which may otherwise breach and escalate any situations where a breach seems likely.
• Perform quality reviews of the team's work to ensure quality, completeness, and accuracy of the work done.
• Create and maintain detailed job aids for all routine tasks supported by the team and implement an annual review process for all team documentation.
• Create and maintain dashboards to monitor the team's Key Performance Indicators (KPIs).
• Collaborate effectively with members of the broader IAM team, other technical teams, and the business community
• Maintain the team's rotating shift schedule and weekend coverage schedule
• Identify opportunities proactively to improve processes or streamline work, present recommendations, and deliver solutions

Required qualifications, capabilities, and skills:

• Bachelor's degree or relevant work experience in financial services, healthcare, or other regulated industry.
• Must have at least 5 years of experience in Identity & Access Management, including hands-on user administration
• Must have at least 2 years of people management experience
• Excellent knowledge of IAM terminology and best practices
• Strong knowledge of user and group administration in Active Directory, Azure/Entra AD, O365, and various other applications
• Experience with ServiceNow, including reports/dashboards
• Excellent written and verbal communication skills in English
• Good working knowledge of Excel, including use of formulas
• Ability to identify opportunities for process improvement or cleanup work, and implement fixes.

About Us
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.
About the Team
cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.
An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.