Merchant Services is the global payment processing business for JPMorgan. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume and a top provider of payment, fraud and data security for companies large and small. Merchant Services can handle virtually all significant methods of payments globally and is capable of authorizing transactions in more than 130 currencies.

Merchant Services is aggressively investing in the rapidly evolving payments landscape with multiple transformation initiatives. WePay, a Chase Company, is redeveloping their platform to support SMB clients, while JPM Wholesale Payments (formerly Treasury Services) is building out a new platform for large middle market and enterprise clients under a program named HELIX. This is a unique opportunity to lead a team responsible for migrating clients from legacy platforms to modern product suites operating on cloud-based, big data platforms at enterprise scale.
What you will be doing?
The Head of Migration Execution will ensure hundreds of thousands of clients successfully migrate from legacy Merchant Services technology to new solutions. He or she will partner with the product team leading migration strategy, the call center and the technical migration team responsible for migrating technical components of the clients' relationships. Additional partners include the program delivery team, sales, service, operations and technology. In advance of the migrations, you'll be responsible for building a small team of subject experts responsible for program managing the work effort, managing corporate real estate, establishing contractor relationships, managing staffing, and handling finances. Once the migrations commence, your team and your responsibilities will expand to include management of client escalations, working through recurring problems, performing root cause analysis, and fixing the root cause of the problem. Additionally, your team will be responsible for overall project management of the migrations including status reporting, issue and risk tracking, and reporting up to the overall Operations PMO.
Responsibilities:
● Build a high performing team comprised of individuals responsible for program management, oversight of the migration logistics (vendor relationships, headcount, finance and real estate), escalation management, root cause analysis and problem resolution.

● Partner closely with the Head of Call Center and the Head of Technical Migrations to manage contractor relationships, track expenses, manage headcount and finances, and report back to the overall program governance

● Develop an overall execution plan for the migrations; track progress and report on variances

● Establish relationships with vendors for contract resources. Manage those relationship to find high quality talent to fill the teams

● Establish a headcount plan which ties back to the development plan and the overall migrations strategy. Manage the headcount in accordance with the plan. Track and report on headcount variances.

● Manage financial forecast and expenses. Report on variances.

● Establish listening posts with the call center, technical migrations, sales, service as well as set up a post migration survey process to identify poor migration experiences or escalations

● Work with the various parties involved in the migration to understand problematic migration experiences. Identify root cause of the problem.

● Work with the migration strategy team, technology and operations to update the process or tools to address the root cause of the issue to ensure it does not recur
Requirements:
● 10+ years of experience in payments, technology, e-commerce or financial services. Merchant Service and Treasury Services/Payments experience preferred

● 3+ years of experience leading initiatives through new product development and commercialization in the payments space, either as a product lead or as an operations lead,

● Previous experience with a wholesale client migration, merger integration or product integration, with specific experience establishing the strategy, defining the process, leading the execution, designing the technical bridges, addressing product gaps or handling client escalations

● Knowledge of card processing technologies including APIs, file transfer, tokens, hosted payment processing, fraud mitigation, global methods of payments, micro service architecture and cloud based processing.

● Knowledge of product development processes, project management processes and understanding of product development lifecycle strongly preferred

● Strong client management and executive-level communications skills

● Experience working in a fast-paced and highly cross-functional organization. Prior experience with a premier strategy consulting firm or an internal consulting/corporate strategy team, including managerial experience motivating and leading high-performing teams is advantageous.

● MBA or an advanced business degree from a top-tier program is preferableJPMorgan 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.

Equal Opportunity Employer/Disability/Veterans