Job Description

Organization Description

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The worlds most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

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.

Employer Description

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the worlds 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.

Equal Opportunity Employer/Disability/Veterans

Job Description

Merchant Services is investing in a global leadership position in the rapidly evolving small business payments landscape with an aggressive transformation agenda. This multi-year, firm-wide strategy will build customer-centric payments and financial services solutions for small business clients in the US, Canada, and select international expansion markets. Its a unique opportunity to build best in class products and services for small businesses at an enterprise scale. We will leverage the complete collective assets of the firm to ensure we are able to compete and win within this important business segment.

Position Summary

To help drive the transformation, JPMorgan Chase is seeking a uniquely talented & proven Chief Operating Officer. This entrepreneurial leader will help transform the customer experience from onboarding through support as well as increase operational efficiencies of the SMB organization. They will build and oversee a team to focus on improving the processes that drive customer conversion, activation, engagement, cross-sell, and retention.

This process oriented person will be responsible for ensuring we have proper metrics to measure the customer experience from lead to renewal so that we can develop action plans to focus on improvements. They will manage the process of prioritizing improvements to the customer funnel and oversee the cross-functional action plans working with teams across Global Operations, Product, Risk, Sales, and more.

Additionally they will partner closely with Global Operations to develop plans for a segmented service model including proactive outreach and cross-sell among our best clients.

The ideal candidate is a highly-organized and self-motivated leader with experience building end to end customer metrics as well as process improvement programs. They will succeed by improving the performance of our customer funnel including activation, retention, and cross-sell. The position will report to the Global Head of SMB, Wholesale Payments.

Responsibilities:

Manage the implementation of end to end customer experience metrics

Develop plan to improve the customer journey at key stages in the lifecycle

Partner with Global Operations to develop an enhanced proactive service model

Help measure the performance of the SMB organization through a monthly operating review

Ensure we have a seamless service experience for customers across multiple JPMC products

Identify what investments we need to make in resources, tools, or data to improve customer experience or team member productivity

Partner with cross-functional teams to prioritize and deliver on action plans.

Requirements:

10+ years in operations or process improvement related roles

5+ years experience in the payments or financial services industry

Proven track record of managing process improvement initiatives

Experience with support or operations center management

Strong executive presence; comfortable interacting with and presenting to all levels of management

Strong ability to analyze opportunities & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)

Strong influencing and partnership / collaboration skills to drive cross-functional teams

Ability to productively work in a matrix management organization

Positive, team-oriented attitude and inspiring leadership skills a must

Bachelors degree required; MBA preferred

Travel requirement: approximately 25% (as health & travel conditions permit)