Job Description:

CIB Technology is seeking a VP, Application Support within Merchant Services. The individual will be a subject matter expert with the Stratus Payment Platform with a proven track record performing technical implementations or managing technical projects for highly complex clients.

Job Description:

While this is not expected to be a frequent ask, the VP may be needed to participate in scheduled go-live activities that happen outside standard business hours. The VP must also be willing to assist the client after hours if an emergency situation arises (typically around go-live activity) that is believed to be related to the integration and testing process. The VP may also participate in other special projects related to the support of Top Clients in Merchant Services in the dedicated portfolio. This is a newly formed team and new processes, metrics, and workflows are evolving in conjunction with partner teams supporting the clients in scope.CIB Technology is seeking a VP, Application Support within Merchant Services. The individual will be a subject matter expert the Stratus Payment Platform with a proven track record performing technical implementations or managing technical projects for highly complex clients. The VP, Application Support will have a dedicated portfolio of clients that they are responsible for providing best-in-class support. The VP will manage the end to end certification process, including consultation and testing, and be capable of performing accurate work within designated turnaround times. This role supports existing clients who are highly strategic, visible, and top revenue generating for the Bank. The VP should be keenly aware of activities occurring with clients in their assigned portfolio and a strong team player. Also, must be capable of building relationships with the clients and internal technology and business partners involved in the management of the account. The objective is to ensure clients within the Top portfolio receive streamlined service with a high level of satisfaction leading to long term retention, additional business opportunities, and an ongoing positive client experience.

The VP, Application Support is a senior level individual contributor role. You must be a seasoned professional in the payments industry with an understanding of our Core platform. The ability to work independently, de-escalate, and navigate sensitive issues is a must. The VP is expected to demonstrate a strong track and experience working with large-scale client implementations or production issues.

Qualifications:

• Requires 5+ years of work experience in Payment Industry. Knowledge of the Stratus platform is required for this role and certification or testing experience is a plus. Gateway knowledge in addition to Stratus is highly desired.
• BA/MA degree or 7+ years of related work experience. Degree is highly preferred.
• Thorough understanding of Merchant Services network and connectivity protocols
• Demonstrates a strong track record performing successful work with highly complex clients
• A proven track record of taking ownership, driving issues to resolution, and a true passion for client obsession
• Strong collaboration, technical consulting, trouble-shooting, and analytical thinking skills
• Able to comprehend complex client requirements, technical specifications, and unique client integration needs.
• Polished and professional verbal and written communication skills with a keen attention to detail
• Ability to effectively track and manage cases and related issues and appropriately communicate with senior level management (internal and external)
• Must demonstrate a track record of being organized, following procedures, and progressive personal development
• Must be able to effectively deal with escalations and demonstrate patience, empathy, and a sense of urgency when dealing with clients
• Ability to interact effectively with all levels of management including senior executives within the client organization and JP Morgan organization.
• Highly motivated with the drive to learn new skills
• Proven track record delivering quality work; Strong quality pass rates and productivity metrics, and/or successes managing large-scale projects
• Demonstrated organizational skills including effective prioritization, timely and appropriate case documentation
• Proficiency with Microsoft Visio, Word, PowerPoint, and/or Excel

Desired Qualifications (Not Essential but a plus):

• EMV expertise
• Certification expertise with Tandem, Gateway, or Stratus payment platforms
• Formal project management skills or exposure to project management concepts (e.g. Project Management 101)
• Advanced understanding of networking and connectivity protocols.
• We have a need for candidates who speak Mandarin and would be a huge plus

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.

Equal Opportunity Employer/Disability/Veterans

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