Merchant Services Business Transformation Director

Job Description
Are you an expert collaborator that thrives on your ability to get the job done? Do you have a passion for developing and executing strategic vision?
As a Transformation Director within the Client Onboarding and Servicing (COS), you will lead innovation through the development of products and features that delight customers. As a leader on the team, you leverage your advanced capabilities to challenge traditional approaches, remove barriers to success, and foster a culture of continuous innovation that helps inspire cross-functional teams create groundbreaking solutions that address client needs. You have the ability to organize and execute towards future state strategy by gathering and providing data and feedback to internal business partners to ensure tools are developed and implemented. The job requires effective management and partnership with internal product, design, technology, and COS client leadership to help direct the future here at JP Morgan Chase.
This role will own the day-to-day activities related to program and product execution management, analysis, and delivery of transformation initiatives for COS for Merchant Services. This highly visible role includes direct interaction and partnership with project stakeholders and senior leadership. The successful candidate is proactive, detail and results-oriented, and possesses outstanding leadership and communication skills. Working with Internal partners and our firm's Senior leaders to drive technical product solutions and the transformation agenda.
Job Responsibilities

• Drive meaningful process improvement through product and technology build to create better efficiency within the COS teams
• Identify opportunities in conjunction with Merchant Services business and product partners to Develop a multi year strategy to deliver against defined objectives
• Inform product roadmaps for identified Client On-Boarding and Customer Service opportunities
• Complete day-to-day processes related to product management and delivery of transformation initiatives
• Work with product and tech development partners for all domains using agile methodology for client journeys and persona planning
• Monitor roadmap for roll-out and adoption of new initiatives and capabilities across clients and employees
• Develop content to periodically update executive management, leadership and stakeholders across LOBs on roadmap, delivery milestones and change management
• Build relationships that promotes a client/customer centered organization
• Communicate and leverage business knowledge and technical expertise to challenge assumptions and operating models
• Partner and influence shared purposes through trust and teamwork across businesses and functions; drive a robust risk/control environment by promoting strong controls
• Support and expand team member proficiency, including disciplined and integrated performance management and compensation processes; demonstrate firm values by promoting an inclusive work environment

Required Qualifications, capabilities and Skills

• 15+ years of experience or equivalent expertise delivering products, projects, or technology applications
• Extensive knowledge of the product development life cycle, technical design, and data analytics
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Experience driving change within organizations and managing stakeholders across multiple functions
• Experience working in various facets of the financial industry including payments, banking with deep knowledge in current and future payments trends
• Adept at creating business cases, ROI materials, high quality strategy materials
• Learn new product and business knowledge in order to break down analyses and derive insights to provide key suggestions for stakeholders
• Drive use case analyses and analytics including financial projection and sizing for new market opportunities from changing payments landscape
• Experience working closely with cross functional teams (e.g., Products, Sales, Tech, Ops, Legal, industry advocacy, CIB strategy etc.) build relationships with and influence colleagues and line of business functions
• Demonstrated ability to work in a team environment with the ability to manage conflict and mobilize internal resources

Preferred Qualifications, capabilities and skills

• Previous experience with Merchant Services products
• MBA desired
• Ability to provide quantifiable management reporting
• Willingness to travel as needed to participate in key client and partner discussions

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees

Final Job Grade and officer title will be determined at time of offer and may differ from this posting.
Please note this role is not eligible for employer immigration sponsorship.
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.