Cash & Card Operations Lead Vice President

Are you looking for a leadership role within Cash & Card Operations

As a Cash & Cards Operations Lead - Vice President you will be responsible for Cash & Card Operations which is a team that oversees accurate and timely processing and resolution of all payment related enquiries.

The scope of work of the team includes working on escalated customer queries received through the Contact Centre and working with product development squads to identify / escalate any potential bugs/defects from investigations and assist with resolution.

Key Responsibilities

• Manage a team of 18-20 members with 4-6 direct reports
• Provide direction and guidance to the managers on process queries resolution in accordance with local state and federal guidelines.
• Work /monitor all escalations on cases and work towards resolution. Liaise with business partners/key stake holders to identify / escalate / resolve process issues / outages
• Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs
• Guide teams focus on customer experience and work towards reducing negative customer impacts
• Identify methods to increase Straight Through Processing (STP) by reduction of manual touch points
• Conduct periodic capacity planning exercises with the team taking into account current volume trends
• Coordinate application / system updates/releases. Identify / Escalate outages/issues
• Engage in multiple projects concurrently working with project managers and other analysts to ensure overall project goals and timelines are met.
• Liaise with key stakeholders and subject matter experts including Compliance Risk Controls Finance Investment Bank Treasury Services Consumer Bank Product Technology Legal and Internal Audit for various business and functional tasks.
• Coordinate application / system updates/releases. Identify / Escalate outages/issues
• Work on cost rationalization measures and efficiency opportunities that can help the group meet its financial commitments
• Foster an environment where Risk/Control issues are escalated and trends are anticipated and identified; partner with Risk and Controls teams to ensure all risks are identified and mitigated timely
• Maintain & take ownership of the BCP Plans including periodic testing
• Consistently lead by example & effectively coach employees in a positive manner for improved results
• Foster continuous improvement culture within the team
• Create retention strategies employee engagement methods and early warning systems
• Develop succession planning within the team at all levels
• Consistently lead by example & Chase values.

Required Qualifications Capabilities and Skills

• Relevant experience in managing a team and people management.
• Subject matter expert on UK and European payment systems.
• Strong knowledge of product development and product life cycle
• Excellent Communication (verbal & written) and Inter-Personal skills
• Attention to detail and analytical skills
• Time management skills and multitasking ability
• Self-motivated and able to motivate the team
• Customer centric approach

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