Technology Support Senior Manager

Job Description
Exciting opportunity for you as a Technology Support III Associate!
As a Technology Support Senior Manager, at JPMorgan Chase in Corporate Infrastructure Platforms Team, your mission is to support the day-to-day technology operations of JPMorgan Chase mission critical data centers. Demonstrate a strong understanding of the Process and Business by participating in/ leading key Business Priorities, across geographies, drive awareness and think outside the box when it comes to risks; positively promote compliance across the organization and safeguard sensitive and/or client (PII) information while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
Job responsibilities:

• Manage people/resources appropriately to ensure that we meet or exceed network and skill level SLAs for all channels.
• Provide oversight of work queues and required daily tasks. Ensuring activities are completed within established SLAs.
• Provide coaching to team members to address performance concerns and to promote professional development and growth.
• Escalation Management, partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
• Drive enhancements/innovation within existing processes/policies in order to promote client experience improvements or reductions in call & email volumes/durations.
• Thought leadership, follow through and execution as it relates to driving efficiencies and/or EOS initiatives
• Support the development and maintenance of policies, procedures, and training materials.

Required qualifcations, skills and capabilities:

• Must have at least 5 years of Customer Service experience.
• Should have at least 2 years of people management experience and at least 2 years of Technical Support experience
• Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures. (Preferred)
• Flexible to work in night shifts, weekends and/or holidays and outside of normal coverage times as needed.
• Capable to quickly adapt and learn new products and technologies
• Must have a good verbal and written communication skills.
• Ability to translate complex technical information into simple terms.
• Must be able communicate and consult with clients concerning highly sensitive information
• Must have the ability to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.

Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard . You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or Line of Business specific guidelines.
Make sure your profile is updated in the new me@jpmc > Jobs. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's 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.