MD, Head of Shared Services, Payments Operations

Organization Description

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. 

 

Operations teams develop and manage innovative, efficient and resilient solutions to meet clients’ needs across a broad array of products and services globally. Using the latest technology, the teams deliver industry-leading capabilities that make it easy and convenient for our clients to do business with us. The Operations functions help drive growth through client-centric solutions and unparalleled service.

 

Employer Description

JPMorgan Chase & Co. is a leading financial services firm based in the U.S., with operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing and asset management. Under the J.P. Morgan and Chase brands, the firm serves millions of customers in the U.S., and many of the world’s most prominent corporate, institutional and government clients globally.

 

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.

 

 

Job Description

The Global Head of Shared Services is a Managing Director-level role that will have oversight for Global Fraud, Client List Screening (CLS) and Transaction Screening, Cash Asset Management and Reconciliations. This newly created organization brings together several existing teams. As the head of Shared Services, you will be responsible for optimizing how these services deliver the stability, scale, security and resilience that the Operations team is committed to providing. This will involve close collaboration with cross-functional teams (Operations, Product, Sales, Technology, Service and Finance), external vendors and partners as well as our clients to deliver high-quality solutions that exceed expectations. 

 

The ideal candidate for this critical leadership role is results-oriented, has the highest standards for culture and conduct, has a management approach that fosters teamwork and inclusion and is committed to nurturing talent. This leader must demonstrate the ability to work across a global organization and navigate a highly matrixed environment. The role provides the opportunity to approach work with an agile mindset and entrepreneurial spirit.

 

Job responsibilities

 

• Provide essential services cost-effectively and demonstrate strong ROI to enhance offerings. 
• Manage a global team of over 1,000 employees, overseeing the day-to-day operations and providing strategic oversight to ensure first-class service.
• Develop, measure and monitor key performance indicators (KPIs) to meet business and client objectives.
• Actively partner with the business to develop and improve services, systems and procedures, including plans for a multi-year strategy for growth and expansion.
• Manage the identification and implementation of new processes, capabilities or innovations that improve quality, delivery and outcomes in collaboration with business leaders and key stakeholders.
• Work with partners across the firm to improve service delivery and outcomes through use of automation, AI/ML, data analytics and technology.
• Oversee the development and execution of policies, procedures and performance standards that meet regulatory, compliance and controls requirements.
• Interface with clients, regulators, auditors and other external partners and industry bodies in support of the business.
• Build partnerships with vendors globally to manage external services and platforms while developing our team to build and sustain an exceptional client experience.

 

Required Skills and Qualifications

 

• 15+ years of experience delivering operational s