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Chase Merchant Services-Change Management and Readiness Director

Req #: 180017363
Location: Plano, TX, US
Job Category: Operations
Job Description:

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase 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



Chase Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world’s leading merchant acquirer with nearly $1 trillion in annual transaction volume in 2017. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm’s new digital wallet that makes mobile transactions simple, safe and rewarding. 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 Change Management and Readiness Director will work with functional partners across the business (operations, field, finance, marketing etc.) to prioritize, monitor and track change initiatives within Chase Merchant Services Chief Administrative Office. This role will partner with internal communications team to provide ongoing updates.  The Change Management and Readiness Director will facilitate and communicate successful change execution along with promoting and driving awareness around CAO accomplishments. 



  • End to End Model: Establish a sustainable change management operating model in CMS
  • Impact Assessment: Develop and manage process to assess functional impacts and define a path to readiness and approval for each change initiative based on complexity and risk
  • Calendar: Manage overall change delivery calendar with consideration for both clients and employees
  • Issue Escalation and Resolution: Provide oversight, escalation support and issue resolution.  Assure readiness signoff from all impacted functions
  • Workflow management: Leverage JPMC workflow management tools to support change assessment, review and signoff
  • Create an environment of influence and partnership with functions across CMS so that Change Management team is viewed as enabler to delivery rather than bureaucratic process
  • Transform the organization into Agile practices


  • Open, Flexible and Adaptable; comfortable working on a transformational environment
  • 10+ yrs as Change Management Expert with a consulting approach
  • Strong understanding of business and management functions in financial services, including sales, relationship management, operations, technology, marketing, risk, controls
  • Demonstrated experience implementing change management processes and methodologies in a large organization
  • Demonstrated ability to inspire and develop high performing employees
  • Demonstrated experience leading and influencing cross-functional teams, including geographically dispersed teams
  • Strong, proactive communication skills and executive presentation skills (experience in PR, Marketing)
  • Strong organizational and multi-tasking skills.
  • Undergraduate degree required, advanced degree preferred


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