Payments Solution Center – Team Lead

Join our Payment Solutions Center as a Team Lead and drive day-to-day support center performance across payment products and businesses. You’ll partner with key stakeholders to deliver sustainable results, elevate customer experience, and execute process improvements that move enterprise KPIs. This role blends people leadership, operational rigor, and risk/control discipline in a highly regulated environment. You’ll coach and develop a high-performing team, manage escalations, and lead operational planning to achieve long-term objectives. If you’re energized by ownership, data-driven decisioning, and continuous improvement, this is a role where your leadership will have visible impact.

As a Team Lead within the Payment Solutions Center, you will be responsible for leading a team within our support center, managing the day-to-day operations of the department and ensuring that business objectives are consistently achieved. This position involves closely partnering with various stakeholders to lead local strategies for sustainable performance, improve enterprise-wide processes, and meet business objectives.

Job responsibilities:

• Provide management support and oversight of the Payments Solutions Center team that span businesses and products; includes business planning, strategy, and resource allocation.
• Create a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals.
• Manage and direct team activities and monitor progress. Develop and implement operational plans, actions, and programs in support of long-term business objectives.
• Operate in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations.
• Assist Internal Partners with escalations, questions and/or general support needs.
• Participate in all hiring and performance management activities pertaining to the team.
• Handle special projects and tasks as assigned by Management.

Required qualifications, capabilities, and skills:

• Proven leader of teams with a passion for customer service, with a focus on excellence, servicing customers in an eCommerce or financial services environment.
• Ability to deliver on KPIs and execute on process improvements.
• Passion for leadership, and coaching and developing employees, with a high degree of positive energy and endurance.
• Excellent communicator and listener, both verbally and in writing, who is able to present persuasive arguments to executives and customers.
• Ability to multi-task effectively and prioritise rigorously.
• A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency.
• Ability to present complex information in an understandable and compelling manner.
• Experience with statistical/trend analysis including merging multiple data points, creating ad hoc reports and translating results into strategy 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 recognise 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, colour, 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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.