JPMorgan Chase & Co.
Payments Solution Center – Team Lead
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Payments Solution Center – Team Lead
Team Lead – Payment Solutions Center
Drive day-to-day support center performance across payment products and businesses at J.P. Morgan. Partner with key stakeholders to deliver sustainable results, elevate customer experience, and execute process improvements that move enterprise KPIs.
This Team Lead role blends people leadership, operational rigor, and risk/control discipline in a highly regulated environment. You’ll lead a high-performing team, handle escalations, manage operational planning, and coach employees to meet long-term objectives.
About the Role
As a Team Lead within the Payment Solutions Center, you will:
- Oversee a team supporting cross-business payment products
- Partner with stakeholders to develop local excellence and drive enterprise-wide improvements
- Ensure business objectives are achieved while maintaining high standards of customer service and operational efficiency
Key Responsibilities
- Leadership & Strategy:
- Manage payment solutions teams across businesses to optimise resource allocation, strategy formulation and business planning.
- Provide operational oversight and ensure team alignment with performance goals.
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Operational Execution:
- Develop and implement operational plans, programs, and processes to support long-term business objectives.
- Monitor team performance, coaching, and development to ensure outstanding service delivery.
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Risk & Compliance:
- Maintain appropriate policies, procedures, and controls to mitigate risk and exceed customer expectations in a regulated environment.
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Support & Escalations:
- Assist internal partners with query resolution and manage complex escalations.
- Lead special projects and tasks as required by management.
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People Leadership:
- Participate in hiring and performance management for the team.
- Foster a positive work environment focused on continuous improvement.
Required Skills & Qualifications
- Proven leadership: Ability to build and inspire teams in customer service or financial/e-commerce environments.
- Performance-driven: Experience in KPI management and driving process improvements.
- Coaching mindset: Strong ability to develop team members through mentorship and feedback.
- Communication excellence: Proficient verbal and written communication, persuasive persuasion skills for collaborating with executives and clients.
- Prioritisation & adaptability: Ability to multi-task rigorously, resolve issues with urgency, and adapt to dynamic demands.
- Data fluency: Skills in statistical/trend analysis, including interpreting data reports and translating insights into strategic actions.
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About J.P. Morgan
J.P. Morgan is a global leader in financial services, delivering strategic advice, products, and market-leading solutions toTier-1 corporations, governments and institutional investors. Our client-centric approach focuses on building long-term partnerships to achieve shared business objectives.
We are an equal opportunity employer, committed to promoting diversity and inclusion across all levels of our organisation. We do not discriminate on any protected attribute, and we make reasonable accommodations for applicants and employees.
For further information on inclusive recruitment, visit our FAQ page.
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