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Tech Efficiency Lead

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

About Chase:

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.


Card Services offers a wide variety of general purpose and partner based credit cards to meet the needs of consumers, small businesses and corporate clients.

As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

Chase Consumer & Community Banking (CCB) serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 135,000 employees serve our customers by following Chase’s Five Keys to a Great Customer Experience.

Consumer & Community Banking consists of the following lines of business:

Consumer Banking serves 23 million households at more than 5,570 branches in 23 states, 18,298 ATMs, online, through mobile and by phone.

Mortgage Banking serves customers primarily through the branches, as well as by telephone and online. Services 6.3 million mortgage loans with combined balances of $924 million and offers purchase and refinance solutions to first-time and experienced home buyers.

Chase Card Services is the No. 1 credit card issuer in the U.S. (based on outstandings), with 65 million cards in circulation.

Chase Wealth Management consists of two distinct but integrated businesses, Chase Private Client and Chase Investments. More than 3,065 advisors oversee $219 billion in investment assets in more than 2,573 branches.

Business Banking provides deposit, credit and cash management services to businesses with annual revenue up to $20 million in 23 Chase footprint states, and is one of the nation's top SBA lenders.

Auto Finance is the No. 3 non-captive auto lender, providing auto loans indirectly through a national network of automotive dealers and manufacturer clients, as well as directly to consumers through bank branches and Chase also provides commercial loans and floorplan financing to auto dealers.

Chase Commerce Solutions is the global payment processing, merchant acquiring and offers business of JPMorgan Chase & Co.


Job Description:


The RM (Relationship Manager) is the primary point of contact to the LOB (Line of Business) client in dealing with  service proactive improvements, Relationship Management and overall Service Improvement Programs.  They require the ability to manage and interact with Senior Level Executives within the business, communicate in a clear and concise manner, respond to any and all service concerns regarding the support and ensure restoration of service issues along with the Service Delivery Director.  They are required to drive service excellence by identifying and introducing 'best practice' service delivery management principles and deliver them throughout IT including all IT Functional Towers, Application Development and GTI.  The TRM is required to identify and drive methodologies and processes that support world class standards of Production Stability and identify and manage key targeted areas for improvement.  Ensure that Service Level Management best practices exist across all service platforms driving service efficiencies.

Key Responsibilities:

         I.            Relationship Management

a.        TRM’s work across all service owners to integrate and lead LOB solution based objectives, areas of improvement and cross-LOB cooperation opportunities, production efficiencies and strategic roadmaps.

b.        The Service Delivery Partnership engagement provides a  forum between AD and infrastructure teams to discuss trends, issues, and key initiatives related to applications / platforms within the tower and share information

c.        Create and produce executive level decks providing Program, Project and Service Improvement Updates - Coordinating with partner teams an end-to-end view for the CIO - Program, Projects,  Production Operations Updates and other key programs - CAF, Risk etc

        II.            Production Quality Adherence

a.        TRMs review Critical Application Framework / Infrastructure Service Maturity scorecards, to drive plan/build action plans and priorities to improve scores, and facilitate engagement with service providers.

b.        Main point of contact for CAF Plan / Build - Planning and Integration of new services (Tech Refresh), EOL Hardware/Software associated with project BOW.

c.        DR/HA/SR Plan design review.  DR result set remediation action plans.

      III.            Plan Build Execution (TCO)

a.        TRMs work with AD and Solutions Architecture teams to analyze TCO data, identify LOB opportunities for improvement/cost reductions, and engage/drive implementation across AD, GTI teams.

b.        TRMs to manage end to end cost of services, while providing control of organization spend to budget

c.        Project Meetings, Business and Infrastructure Roadmaps, Project Portfolio, Operational Readiness

d.        TRM leadership on  infrastructure 3 year roadmap, Demand Forecasting, discretionary roadmaps, infrastructure project meetings, go live planning, enterprise release certification, and operational readiness.

      IV.            Risk & Control

a.        The Service Delivery team has defined action plans around improving processes to comply with audit requirements and tracks progress against those plans.

b.        Plan, Broker and track progress of Cyber/Audit Program BOW.

       V.             Relationship Intelligence (Service Level Initiatives,  Service Efficiencies, LOB KPIs, Trend Analysis)

a.        Provide consistent, best practice and evergreen management of service and operating level agreements and objectives; integration of common solutions, toolsets and reporting across all LOBs.  Drive improvements and efficiencies across Service Owners; tracking consistent service SLA/OLAs.



•Understanding of IT Service and Delivery Management principles with a proven track record of delivering results and introducing practical project management techniques to programs.
•Must maintain excellent verbal and written communication skills. Able to translate complex technical issues into plain English, easily digestible for customers and stakeholders
•Comfortable creating and publishing process documentation for consumption by large organizations
•Exhibit confidence communicating and interacting with management across LOB & technology teams
•An in depth technical knowledge and track record of effecting service management changes within a high-availability environment
•A consistent attitude and respect for high quality standards despite competing pressures.
•A strong relationship builder who develops and maintains relationships to help attain targets.
•Ability to share information across teams, business lines and geographies
•Comfortable working in a demanding fast-paced, customer-focused organization with start-up culture with evolving processes. Flexible and able to adapt to new situations as the business demands
•Influential and able to persuade peers and stakeholders (at various levels) and thereby overcome resistance to change and sustain support
•Innovative and able to create new ways of working, which are effective, efficient and easily accepted
•Experience in Business Relationship Management
•ITIL Practitioner or ITIL Service Manager level qualification
•Experience in multiple priority environments
•Project Management understanding a plus
•AGILE experience a plus
•Security experience a plus

Req #: 150125622
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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