Services our group provides include:

• Production Support (single user issues and major incidents) across 5 Home Lending Products and over 30,000 users globally.
• Weekly / Monthly reporting on ticket flavors / user engagement
• CCBSD Alyx configuration (user engagement: self-service / Live Chat / ticket creation capabilities using AI/ML technology.

On a day-to-day basis, you will:

• Develop and maintain broad ranged strategic plans, internal processes, and staff capabilities to support business needs and ensure customer commitments are met for service quality and cost efficiency.
• Provide broad perspective and thought leadership to develop and implement key strategies and critical business priorities at an organizational and System level.
• Lead and direct the function(s) and develop effective plans that clearly demonstrate effective management and efficiency. Develops and leads an effective, cohesive and creative team.
• Ensure on-going analysis and measurements are in place to identify opportunities for improvement and further commit resources to improve performance levels and achieve success.
• Encourage and promote a culture of creativity, innovation, and continuous improvement.

Qualifications:

• 7+ years of experience working in a service desk or help desk technical environment
• 4+ years of leadership experience managing a help desk and working knowledge of Change Management and Agile Methodologies
• Demonstrated experience with creating, driving, and influencing strategy
• Ability to effectively navigate and achieve results on both cross-functional and cross-district initiatives
• Basic understanding of Artificial Intelligence / Machine Learning- how it can be leveraged to help production support teams
• Strong communication skills, including outstanding presentation and persuasion capabilities, including the ability to effectively convey complex, sensitive issues and communicate to a variety of audiences including technical staff, peers, as well as senior management, and oversight bodies
• Demonstrates mutual respect, embraces diversity, equity, and inclusion, and acts with authenticity

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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans