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VP_Firmwide Oversight & Control

Req #: 180035080
Location: Bangalore East, KA, IN
Job Category: Accounting/Finance/Audit/Risk
Potential Referral Amount: 50000 Indian Rupee (INR)

J.P. Morgan is a leading global financial services firm, established over 200 years ago:

o We are the leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management.

o We have assets of $2.5 trillion and operations worldwide

o We operate in more than 100 markets.

o We have more than 243,000 employees globally.

Our wholesale businesses include J.P. Morgan’s Asset Management, Commercial Banking and the Corporate & Investment Bank which provide products and services to corporations, governments, municipalities, non-profits, institutions, financial intermediaries and high-net worth individuals and families.

Our corporate functions support the entire organization and include the following functions: Accounting, Audit, Finance, Human Resources, Operations, and Technology.

J.P. Morgan in India provides a comprehensive range of Corporate & Investment Banking, Commercial Banking, Asset & Wealth Management, and Corporate functions services and solutions to our clients, executing some of the most important financial transactions and providing essential strategic advice to our clients such as the government, large domestic and multi-national corporations, non-government organizations and financial institutions and investors. India is a key market for JPMorgan Chase globally and our employees in India are a critical part of how we do business globally and are integrated within our businesses. Our Global Service Centers (GSCs) are strategically positioned in Mumbai, Bangalore and Hyderabad to support the firm’s operations regionally and globally. The centers provide comprehensive strategic support across technology and business operations processing to all lines of business and the corporate functions.


The JPMC Controls Room is part of Oversight & Control within the Chief Operating Office.  The Controls Room is responsible for collecting, analyzing and reporting controls-related data, providing insights and solutions across the firm.  As a member of the Controls Room team, the Controls Room Bangalore Lead  will play a pivotal role in managing  key Control reporting deliverables, establishing connections to firmwide systems and tools, and maintaining data integrity.  Additionally, the Controls Room Bangalore lead will be responsible for applying modern data manipulation methods such as machine learning and natural language processing algorithms. This role requires a candidate who can effectively manage a team with diverse, time sensitive deliverables and is technically savvy, utilizing data in various formats and database environments.



The individual in this role will:
  • Provide oversight for daily system support operations including, issue resolution, user requests, enhancement requests, user acceptance testing, ad-hoc requests, etc.
  • Manage Helpdesk Analysts and plan for their capacity and utilization
  • Manage the overall monitoring of support tool, mailbox and help desk line for user Tickets/Issues
  • Prioritize and schedule Tickets. Escalate Tickets/Issues (when required) to the L2/L3 teams
  • Manage the Operate analysts to ensure all user related Tickets/Issues assigned to Support are resolved within SLA in a timely and complete manner by providing application knowledge
  • Coordinate Access Administration and supports Recertification for the Controls Room application
  • Communicate with the business on application and server maintenance, downtime, outages etc.
  • Collect, organize and prepare reports for management on Operate desk activities and Operate metrics and hold responsibility to meet defined metrics 
  • Works with the LOB owners to ensure service quality and customer satisfaction is maintained
  • Participate in triage and co-ordinates support for Release
  • Evaluate staff performance, and staff training requirements in conjunction with the providing L1 support
  • Assist development of new standard operating procedures and guidelines for the support team

Qualifications and Experience:

  • Bachelor’s or Master’s degree with around 10-12 years experience

  • At least 4-5 years experience managing teams in the helpdesk space

  • Knowledge of risk management and control principles

  • Subject matter expertise in support processes and a keen eye to identify improvement opportunities for the operational procedures  
  • Strong written and verbal communication skills
  • Strong Organizational skills with a Customer service orientation
  • Ability to converse with both Technical and Business Partners in Technical or Business terms as needed
  • Strong organizational, project management, and multi-tasking skills with demonstrated ability to manage expectations and deliver results
  • Ability to lead a team of helpdesk analyst and to identify opportunities for process improvements
  • Ability to build strong partnership with key stakeholders in Business and Technology teams
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