Technology Support Lead - Technology Production Management

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support Lead in the Commercial & Investment Bank Technology Production Management team you will be responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space. You will be promoting and delivering business results merchant engagement and operational efficiencies. You will also collaborate with internal business partners to enhance service delivery to merchants and promote major initiatives in collaboration with Senior Executive leaders. This role provides an opportunity to manage risks lead major projects and create a positive employee experience while prioritizing business results.

Job Description:

This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space. The role encompasses supporting merchant level complex research issues across multiple Merchant Services Payment Processing platforms. Additionally the role is also responsible for driving and delivering business results merchant engagement as well as developing and implementing operational efficiencies and collaborating with internal business partners to enhance service delivery to merchants.

The candidate will be responsible for driving major initiatives in collaboration with Senior Executive leaders in the Relationship Management Client Onboarding and Service Technology and Product organizations as well as other areas of operation within Merchant Services. This role is a Senior People Manager role whose

Responsibilities include:

• This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space.
• Lead a team of Issues Management Analysts in support of merchant level complex research issues
• Manage day to day performance of the team including handling escalations and other critical issues
• Function as a liaison and escalation point with various internal partners including Relationship Managers Technology Client Onboarding and Service and other areas of operation within CIB as well as merchants
• Assess identify recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants
• Present updates and solutions in a concise manner to Senior Managers Business Partners and to Senior Executive leadership on short notice
• Understand and effectively manage risks in the environment
• Analyze team quality performance trends including identifying opportunities for improvement and recommended changes
• Lead major projects and process improvement initiatives in the Production Management Issues Management space
• Create a positive employee experience while prioritizing business results and managing risks and controls. Revise the heading to Job responsibilities

Required qualifications capabilities and skills:

• 5 years Merchant Services specific experience or similar operational experience
• 5 years of experience or equivalent expertise troubleshooting and resolving business issues
• Minimum 3 years of management or equivalent experience
• Demonstrated Intermediatetoexpert proficiency with Relational Database Management tools and SQL
• Experience leading and developing Associate Level staff functions
• Superior problem solving and analytical skills
• Strong written communication Skills
• Demonstrated Executive presence and presentation skills
• Intermediatetoexpert proficiency with Microsoft Excel and PowerPoint
• Experience working with Controls and Audit

Preferred Qualifications Capabilities and Skills:

1. Bachelors Degree or equivalent
2. Intermediatetoexpert proficiency with AWS related tools including Snowflake OpenSearch and CloudWatch
3. Experience with Generative Artificial Intelligence (GEN/AI) and Large Language Models (LLMs)
4. Merchant facing experience