Job Description JPMorgan Chase & Co . is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC serves nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.
Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume in 2017. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.
Responsibilities

• Efficiently manage crisis-level events from beginning to end, including assessment and communication of impact to internal and external clients
• Engage in a variety of ad-hoc duties advocating on behalf of the client experience
• Participate in major incidents, technical bridges, and serves as the primary point of contact to digest the information and communicate to our internal business partners-
• Communications include but not limited to:
• 1. 1. Client-facing root cause analysis documentation
     2. Timely, consistent, meaningful updates to leadership and support teams on major incidents including impacts, mitigation, and corrections
     3. Tangible assessment of Crisis Management scope of work and continuous improvements via Executive level presentations
• Collaborate with Technology and Operations partners on large scale, complex issues
• Process complex, highly technical incidents unfolding real-time in a fast-paced environment and simultaneously provide meaningful, concise field updates in a business-friendly language
• Hold Office Hours (audience of 200-300 cross-LOB) providing business status updates and additional impacting work streams
• Manage client contractual SLA tracking, reporting and penalty assessment
• Rotational on-call availability based on team needs
• Demonstrate discretion and high integrity managing sensitive issues and consumer data
• Exhibit superior ability to structure and scope complex problems with managing (sometimes competing) work streams that may span several months

Skills and Qualifications

• 7+ years of progressive leadership experience
• Demonstrated excellence in ability to communicate effectively to multiple levels of management (inclusive of C-Level management), both written and verbal (a writing sample may be required as a part of the candidate selection process)
• Excellent judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines
• Strong knowledge of the merchant services industry, products, and services with a strong technical acumen
• Demonstrated experience collaborating with multiple teams and coordinating across multiple lines of business
• Possess strong critical thinking skills, sound judgement, organizational skills, and sharp analytical skills
• Ability to effectively manage multiple priorities in a fast-paced, high pressure environment
• Strong self-starter who can proactively engage a virtual, cross organizational team without formal direction
• Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership-level audience
• Self-starter with excellent analytical and problem-solving skills.
• Ability to work independently and develop a creative way to achieve goals
• Advanced Excel and PowerPoint skills
• Project management skills

About Us JPMorgan Chase & Co., 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. 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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Corporate & Investment Bank relies on innovators like you to build and maintain the technology that helps us safely service the world's important corporations, governments and institutions. You'll develop solutions that help the bank provide strategic advice, raise capital, manage risk, and extend liquidity in markets spanning over 100 countries around the world.