JPMorgan Chase Regional Client Operations Director in Jersey City, New Jersey

Regional Client Operations Director

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of > $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Global Technology Infrastructure (GTI) is a worldwide organization charged with delivering technology infrastructure - end user, compute, data, transport, instrumentation and facilities - to all lines of business in all regions of the world. It operates 24 hours a day, seven days a week and partners with technology teams in support of the firm’s businesses. GTI works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.

Within the GTI organization, the Client Operations Desktop Support team is responsible for the overall operations of client support services delivering effective and efficient support, owning and resolving the majority of operational issues and reducing escalations to other teams and working towards overall volume reduction.

The Desktop Operations Manager will be responsible for the overall day to day running of their environment, be effective in the collation and presentation of data for initiatives, be able to work under pressure and effectively communicate with senior managers, peers and direct reports. This includes incident management, request fulfillment, technology upgrade initiatives, operational risk management, and continual service improvement along in addition to collaborating with global, regional and other local field operations support teams.

General Responsibilities:

  • Provide positive leadership to all 250 staff on within region, and provide oversight for all aspects of hiring, staffing, training, and performance management.

  • Participate in Global forums for the strategic development of innovative improvements and world-class Service Management practices and procedures.

  • Monitor incident trends for problem analysis and identification and drive mitigation efforts to minimize exposure of long term issues.

  • Articulates the business value and impact of technical and non-technical information with ease and confidence to seek executive partnership if required.

  • Ensures that staff provides effective production support including accurate problem identification, troubleshooting, ticket documentation and customer/vendor dialogue on multiple levels of incidents.

  • Positively responds to requests from Line of Business and individual users

  • Projects excellent command of business knowledge and has the ability to solicit input from internal and external sources.

  • Documents medium-to-large scale projects and delivers presentations with autonomy.

  • Effectively and routinely provides feedback and strategic recommendations to management.

  • Affects change within sphere of influence and leads development of innovative improvements.

  • Responsible for daily operations for the site by setting priorities and assigning or adjusting workloads.

  • Fostering and maintaining relationships with your team as well as other global support teams & vendors.

  • Understanding of change management processes, and how this may impact the broader regional/global teams.

  • Negotiate contracts with vendors for staffing, software or consulting services.

  • Routinely review and remediate Operational Risk within the organization.

  • Bachelors Degree in Computer Science or related field

  • Minimum of 16 years’ experience in IT.

  • 5+ years experience of managing a high performance operational team.

  • ITIL Certification preferred

  • Minimum of 3+ years experience in a Lead Role in Remote Desktop Support environment

  • Proven understanding of current developments in technology and standards.

  • Excellent oral and written communications skills

  • Excellent negotiation and interpersonal skills

  • Ability to analyze performance data and recommend improvement opportunities

  • Ability to deliver presentations and executive level summaries

  • Ability to manage multiple priorities and projects

  • Ability to interact with all levels of management

  • High degree of initiative and adaptable to change

  • Advanced time management, organizational and prioritization skills to meet business objectives

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.