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.