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Merchant Services - VP, Process & Role Design Lead

Req #: 180014615
Location: Plano, TX, US
Job Category: Marketing/Communications
Potential Referral Amount: US Dollar (USD)
JPMorgan Chase & Co. (NYSE: JPM), is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to
Merchant Services is the global payment processing business for JPMorgan Chase & Co. Chase Merchant Services is the world’s leading merchant acquirer with more than $1 trillion in annual transaction volume in 2017. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies. The consumer payments industry is rapidly evolving. Chase Merchant Services must continuously innovate and expand our products, geographies and technology to deliver world-class solutions for our clients.
The key objectives for the VP, Process & Role Design will center on the design, development, and implementation of a plan for our Build the Bank Initiative. This effort will span the business model including designing the approach, product capabilities, operating processes, controls and key performance measures from the ground up and coordinating support across a team of change management specialists and cross line of business brokers.
  • Lead a team of 4+process designers
  • Create process design standards, educate and train process designers on standards
  • Collaborate with the client journey teams, operations and business architects to design detailed processes maps that illustrate the internal process that solve customer pain points and deliver on the defined client experience
  • Use process improvement techniques to clearly understand client challenges, internal/operational challenges and translate into future state process maps
  • Define responsibilities of internal future state roles needed to support the ideal client experience, inclusive of experience and education required for the role
  • Support and understand in-flight process and business systems improvements and implementation, data integration, metadata management, and user interface design


  • BS degree in Engineering, Math, Finance, Business, Computer Science, Software Engineering, Management Information Systems, Information Science, MBA preferred
  • Minimum of 7 years equivalent or relevant Payment industry experience required
  • Six Sigma Black Belt/Master Black Belt, Lean Manufacturing, and/or PMP certification preferred
  • Experience with iGrafx, Visio, and/or Business Process Model and Notation (BPMN 2.0) preferred
  • Team management experience required
  • Ability to work on cross-functional teams in a high-paced, Agile work environment
  • Ability to accommodate frequently changing strategies and decisions-pro-actively and reactively
  • Comfortable working on transformational programs and evolving business environments
  • Understanding of technical and business concepts with the ability to translate concepts into actionable process recommendations
  • Demonstrated strong leadership and insightful analytical skills
  • Ability to influence others, problem-solve and clearly articulate objectives and the required path(s) to implement new process/program
  • Exceptional communication skills, both oral and written, with desire of using both in collaboration with potential partners and internal stakeholders
  • Excellent influencing and negotiation skills
  • Sense of urgency with disposition to execute and a demonstrated career of successful program implementations
  • Demonstrated experience in driving strategy within a large multi-segment organization, preferably in the payments industry
  • Experience in managing people on small to mid-sized teams
  • Proven exceptional relationship building skills inside and outside the organization
  • Proven experience in working across departments, lines of business within large organizations
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