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Technology Operations Manager - Corporate Technology & Risk

Job Description


JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at


Corporate Technology & Risk (CTR) delivers streamlined and consistent solutions supporting JPMorgan Chase’s Controls, Compliance, Legal, HR and IT Risk agendas, with a focus on stability, delivery, efficiencies and people. The goal of CTR’s drive to standardization, consistency and simplicity is a JPMorgan Chase architecture that fosters long-term productivity, quality and innovation across the entire enterprise. The disciplines within this organization are Compliance Technology, Oversight & Controls Technology, Legal & e-Discovery, Identity & Access Management, IT Risk & Controls, HR Real Estate & Global Services Technology, and Third Party Risk Management.


As a Technology Operations manager you will manage a team of security access administrators that support numerous business applications in a client facing support environment.
Day to day responsibilities will include:
  • Provide leadership, direction and support to Operations staff regionally, providing global direction as applicable
  • Responsible for directing the Operations team in support of various lines of business
  • Maintains BAU and drives strategy for request processing and incident management
  • Ensures Service Level Agreements are satisfied
  • Responsible for providing root-cause analysis and process improvement recommendations when service levels are not met
  • Responsible for performance management of managers and staff in accordance with corporate guidelines
  • Day-to-day management of service delivery operations regionally
  • Directly responsible for service delivery and performance of the team as it relates to on-boarding, off-boarding and maintenance of access entitlements
  • Partners with other functional areas to ensure seamless delivery to customers, including coordination with cross functional or operational resources
  • Utilizes existing business intelligence metrics and management reporting
  • Partner with internal and LOB Project Managers on implementation of security related projects for new and enhanced technology
  • Accountable for implementation of strategic initiatives related to new or enhanced security products and toolsets on supported platforms
  • Identify, define, approve and implement continuous process improvements utilizing various tools and methodologies
  • Assess recommended procedural changes to enhance the functionality of the operations team
  • Identify opportunities to automate or streamline current processes; Coordinate with global peers across internal and LOB departments, focusing on driving efficiency and service delivery improvements
  • Manage operational risk and ensure compliance to all internal and external policies and regulations
  • Ensure appropriate control environment is developed and maintained
  • Ensure successful implementation of action plans to address risk and control issues
  • Serve as primary point of contact for site specific audit activities
  • Promote security awareness across the firm on an on-going basis
  • Responsible for capacity planning and management
  • Prepare business cases for staffing decisions; approve recommendations on hiring and staffing decisions
  • Evaluate and execute appropriate staffing plans in order to achieve departmental goals
  • Responsible for Business Continuity and Disaster Recovery
  • Ensure that the operating model consists of appropriate levels of resiliency across all responsible locations, documented and tested accordingly
  • Provide leadership during resiliency event as site lead
  • Responsible for expense management and financial planning
  • Provide governance and approval for expense related to shift differential and drive overall compensation planning in accordance with HR policies while adhering to budget guidelines
  • Responsible for collaboration with global stakeholders
  • Develop and maintain good relationships with business partners
  • Ensure communication is customer focused and professional; responsible for local communications
  • Monitor and ensure client satisfaction
  • Serve as primary point of contact for site specific escalations.
Education & Experience:
  • Bachelor’s Degree preferred; MBA or a masters degree in Risk Management, Operations or similar discipline preferred
  • Minimum 8 years experience in identity and access administration, global operations and/or technology risk management
  • Minimum 5 years management experience and demonstrated leadership capabilities
  • Familiarity with IT risk management framework and control self assessment process
  • Industry recognized certifications (CISA, CISM, CRISC) recommended
Key Competencies:
  • Excellent interpersonal and communication skills, including ability to negotiate, compromise and demonstrate diplomacy in sensitive situations and to interact effectively with senior management
  • Critical thinking skills with the ability to analyze a complex situation and develop a solution under pressure
  • Understanding of key controls and how they impact the business from an operational or systems perspective
  • Experience executing deep dive reviews to identify process and control gaps and identify the root cause of issues to ensure appropriate controls are enhanced or implemented to prevent reoccurrence
  • Proven leadership skills with excellent track record in delivering high performance
  • Demonstrated coaching, motivational and team building skills
  • Experience with operational risk analysis, process improvement, end-to-end process reviews and process flow mapping. Strong strategic thinking, research, analytical, problem solving and decision-making skills
  • Excellent project management skills to manage risk initiatives in a global environment
  • Ability to identify ways to increase efficiency and effectiveness of work performed and resources utilized
  • Provide sound advice and guidance to add value and address problems
  • Ability to effectively influence peers and business partners to achieve objectives
  • Foster partnerships will all stakeholders to contribute to the firm’s success
  • Attentive listener who is able to receive and react appropriately to feedback provided by stakeholders
  • Is articulate and composed when delivering difficult messages to stakeholders
  • Effectively mediate and resolve conflict either within existing team or with stakeholders
  • Ability to work under pressure and to strict deadlines
  • High level of professionalism, self-motivation and sense of urgency
  • Ability to prioritize and execute on multiple, simultaneous, complex priorities
  • Good organizational skills & planning ability
  • Thrives on challenges in a fluid working environment
  • Results orientated without compromising control
Req #: 160039871
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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