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CCB Production Assurance Center - Stability & Improvements Director

Req #: 170093547
Location: Jersey City, NJ, US
Job Category: Technology
Job Description:

Chase is the U.S. consumer and business banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.

 
As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.
 
Consumer & Community Banking (CCB) Production Management is accountable for maintaining the production environment for all of our Chase businesses including Chase.com, mobile banking, retail branches, lending and customer service. Our Vision is to deliver an “always available” customer experience, where change is executed seamlessly in an automated and simplified environment. We are made up of high-performing teams with business and technical expertise partnering across the organization to drive continuous improvement, using ITIL-based processes and practices.
 
The CCB PAC Stability & Improvements Director will be charged with identifying, prioritizing and driving closure on stability threats to the CCB Technology environment, incorporating holistic ownership of all application and infrastructure elements that comprise the Chase product offering to Consumer, Wholesale and Business Operations customers. To achieve this, The CCB PAC Stability Lead will develop and maintain a consistent interface with CTO and CIO level Executives, as well as Production Management Directors.
 
The CCB PAC Stability & Improvements Director will primarily focus on:
  • Owns and drives the aggregated stability agenda for CCB Technology across all Lines of Business, including Home Lending, Payments Technology, Consumer and Business Banking, Data Ecosystems, Operations Technology and Digital.
  • Drives accountability and ownership, and monitors progress on key stability backlog items, with appropriate focus on operational/technological risk, compliance objectives and key strategic priorities.
  • Provides single conduit into Global Technology Partners, specifically Global Technology Infrastructure, Corporate Technology and Technology Controls to assimilate and prioritize key stability requirements.
  • Solicitation and aggregation of GTI Service Review priorities from CCB Production Management and Application Development Leaders, incorporating both tactical (Incident, Problem and Change) and strategic (Cloud and DevOps) elements.
  • Partners with Continuous Service Improvement Leads and Production Engineering leadership from Production Management, and Application Development Managers on their stability initiatives, to leverage organizational capabilities.
  • Plans and co-ordinates regular periodic executive level updates to provide status on progress on key stability initiatives and risks.
  • Envelopes and incorporates the CCB Technology and GT Vision strategic agenda in defined action planning.
  • Drives effective remediation and governance of identified process and technology gaps, leveraging the Production Assurance Center and broader Production Management organization effectively to remediate stability concerns identified through Incident, Problem & Change disciplines.

Qualifications:

- Bachelor’s degree or equivalent work.

- 10+ years of experience within a technology environment is required.

- Relevant Problem Management experience in an enterprise scale environment, preferably in Financial Services technology Support.

- Proven experience in ITIL environment, and ITIL certification desired.

- Proven experience of service level improvements and project-oriented initiatives.
- Extensive customer service and client interaction skills.

- Evidence of enterprise scale influencing capabilities, at the Executive level

- Must display a history of achieving goals in a high performance environment.

- Advanced analytical and presentation skills.

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