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Application Support 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


CBB Application Support Lead - CCB Production Management


Business Overview


The Consumer and Community Banking Technology Production Management organization provides Chase customers a great customer experience “so they can” reach their goals and enjoy the meaningful moments in their lives. This organization is accountable for maintaining an “always available” production environment for all of our Chase businesses, including, retail branches, lending, customer service and support, and back office processes.


This organization is responsible for over 50 million customer’s technology experience and over 3,000 software applications. This is a newly formed organization, which will be comprised of over 1,000 technical support and management personnel working 24 x 7 across the globe to support our internal and external customers.


The mission for CCB Production Management organization is Always On, Always Available for Every Customer. 


The vision is to have high-performing, disciplined technology teams with business and technical expertise, who partner across the organization to drive continuous improvement, utilizing ITIL based processes and practices.


Objectives are to:

n  Transform our technology environment to prevent issues, not just react to them.

n  Build “mission control” capabilities to have high levels of monitoring to predict, prevent and respond automatically to events in the environment before they have impacts to customers

n  Standardize, simplify and automate processes, procedures and tools, reducing operational risk

n  Significantly improve hygiene and maintenance practices to eliminate incidents due to currency and operational gaps

n  Build a culture of customer stewardship across CCB, where we are the guardian of the customer experience

n  As a result, this will lead to a reduction in impacting incidents and time to repair, reducing customer impacts and creating a more stable production environment.


Consumer and Business Banking (CBB) Production Management is a Line of Business within CCB.  It consists of Consumer Bank, Business Banking, Chase Wealth Management and Enterprise Systems.


Position Description

CBB Production Management is tasked with supporting the objectives of the broader organization by turning the technology environment into one that is proactive instead of reactive. The team drives solutions by measuring, analyzing, standardizing, recommending changes, and implementing changes to improve practices that will reduce customer impacts and result in a more productive and efficient production environment.


The work for this role will range from developing internal processes and/or partnering with cross-CCB teams on Workstreams to develop and improve common processes to working on or managing specific initiatives.  An initiative could be for one or more CBB Sub LOBs for a specific project or program, or a broad initiative to enhance controls, perform clean up tasks, and/or reduce risk across one or more CBB Sub LOBs.


The person in this role will partner and build relationships with CBB Sub LOB Production Support Leads, cross-CCB production management teams, and related teams in other organizations.  The skills required for this role are varied blending those of project management, strategic analytic thinking, and process execution to document and deliver clearly defined and actionable processes and tasks. 


Responsibilities of the CBB Production Support VP Lead include:

¨  A primary focus will be to drive and champion program and process improvement initiatives across CBB Production Management by participating in CCB Workstreams and improvement opportunities

¨  Another will be to identify and drive project-related activities in conjunction with Level 2 (L2) management for specific projects and programs where additional support is needed by the CBB L2 teams

¨  Work closely with and establish strong working relationships with the L2 production management leads and their staff

¨  Manage projects, initiatives and improvement activities: establish milestones, track progress, monitor critical path, provide status reports and escalate as needed

¨  Provide leadership in planning by driving an approach or solution to ensure it is clear, concise and actionable

¨  Facilitate as the point person on a work effort by educating and training resources on expectations/approaches and their roles for clean up and improvement activities either as part of a broader CCB team or within the CBB team

¨  Document processes for standardization, improvement, and evergreen activities via, for example, a playbook or SharePoint page

¨  For work assigned and as expertise develops, support production management in striving for best in class practices in processes and execution

¨  A key contributor to building the production management organization in helping it move from a reactive to a proactive organization and to align with CCB production management objectives

¨  Key contributor to identifying, prioritizing, and implementing continuous improvements in partnership with resources engaged at all levels to accomplish the work

¨  Support service delivery improvements by understanding how production management teams are performing against expectations and with Application Development (AD L3) and Level 1 (L1) teams

¨  Bachelor’s Degree in related field or equivalent experience

¨  5 years experience in Financial Services Industry

¨  Knowledge of incident and change management

¨  Strong MS Excel, MS PowerPoint, MS Word, Visio and SharePoint (for creation of libraries, lists and pages) skills

¨  Proven leadership skills with ability to build strong cross-business working relationships to promote problem resolution

¨  Ability to identify ways to increase efficiency and improve effectiveness of work performed and resources utilized to drive continuous improvement

¨  Excellent written and verbal communication skills with ability to work with all levels of staff

¨  Excellent team building, interpersonal and communications skills with ability to negotiate, listen, motivate, demonstrate diplomacy, give and receive feedback, and interact effectively with senior management, cross-LOB teams and internal teams

¨  Ability to effectively influence peers and others to achieve objectives

¨  Self-starter with strong strategic and creative thinking, research, analytical, problem solving, reporting and decision-making skills

¨  Capable of understanding and managing complex issues in a changing environment

¨  Where there is a lack of clarity and little data, ability to establish core team to figure out the problem and determine the approach

¨  Demonstrated ability to analyze results and improve processes by identifying and implementing solutions

¨  Experience executing deep dive reviews to identify process and control (including monitoring and alerting) gaps, and to identify root causes

¨  Organized with ability to multi-task

¨  Strong quantitative skills with ability to pay attention to details and comfortable working with formulas

Req #: 160041294
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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