Technical Relationship Manager - Infrastructure

Jpmorgan Chase & Co. | Dublin

Date listed

1 month ago

Employment Type

Full time

As a Technology Client Service Manager (TCSM) you will be accountable for understanding a clients technology relationship, understand their strategic objectives for technology with Chase Merchant Services. This will include working as their internal advocate in working with other groups within the organization. The TCSM will be accountable for making identify and recommending improvements in regards to the client's current connections. The TCSM is expected to be a subject matter expert on assigned merchants.

As a Technology Client Service Manager, you will be directly responsible for the technology relationship with a number (~10) of assigned premier clients (merchants). This relationship is the primary point of technology contact for these clients and will require you to represent complex programs and projects that deliver to these clients.

This position requires a strong self-starter who can proactively engage a virtual, cross organizational team without formal direction, and who has senior level interpersonal skills such as influence management, negotiation, and analytical/problem solving skills .

Key Responsibilities and Accountabilities
* Establish and maintain a direct relationship between premier merchants and CMS Technology.
* Develop a deep understanding of our merchants' business requirements, technical platform, organization and priorities and champion new and enhanced technology services on behalf of the client.
* Work in close partnership with the Relationship Manager to report on formal Service Level Agreements (SLAs) and Service Improvements where applicable for premier merchant relationships. Ensure merchant commitments are communicated and understood within the business and the extended technology team.
* Be accountable for the successful delivery of the CMS Technology platform and its services to your clients.
* In partnership with the Production Management organization, ensure merchants receive support levels in line with their expectations and contractual commitments for incident and problem management. Including determine client impacts on any major outage and communicate to all parties as appropriate.
* Monitor and report on performance and client satisfaction on a frequency agreed with merchants (typically monthly or quarterly) to demonstrate performance against SLA's.
* Serve as an escalation point for our merchants to assist with technology issues owned by CMS that are not being actioned per commitments or expectations. Escalate issues to leadership that pose substantial regulatory, client relationship or financial impacts.
* Program manage client impacting implementations and enhancements ensuring that tasks are completed and key Subject Matter Experts are actively engaged.
* At least quarterly, prepare a formal Technology Review for premier merchants where applicable.
* Ensure Root Cause Analysis (RCA) information is provided to the client in a timely and transparent fashion.

Skills and Qualifications
* Bachelor's Degree required or equivalent work experience and minimum 5+ years of experience in information technology and/or Business Operations

* Self-starter with excellent analytical and problem-solving skills

* Ability to work independently and develop creative way to achieve goals
* Ability to manage multiple initiatives simultaneously

* Experience of managing corporate / large scale client service relationships
* 5-10 years of payments processing and merchant acquiring experience is preferred
* Experience in managing complex projects in a matrixed organization
* Proficient creating senior management presentations using MS PowerPoint
* Exceptional verbal and written communication skills with the ability to articulate complex system processes in a concise simple and relevant manner to external partners.
* Ability to resolve conflict & facilitate decision-making
* Travel to client sites as appropriate
* Flexible, process-oriented and organized
* Proficient in Microsoft Office Suite and familiarity with Microsoft Project is required

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. 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.

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