As the Global Manager of Incident Management within Chase International Consumer Bank, you will spearhead the global strategy and execution of our Incident Management processes. This prestigious role entails overseeing escalations from our squads and vendors worldwide, ensuring a consistent and effective approach to incident resolution. Your leadership will be pivotal in maintaining high availability and transactional integrity across our global operations, ensuring an unparalleled customer and colleague experience, resolving complex incidents, and driving the evolution of our processes and working practices on a global scale. Furthermore, you will lead the response to the most critical and severe incidents and crises, and deputize for the Reliability Operations Lead, providing leadership and strategic direction in their absence. Beyond this you'll develop and maintain relationships with controls and 2LoD along with representing ICB in both Firmwide forums but also with our regulators and senior stakeholders. This opportunity has great scope for career development into senior management and is well aligned for a high performing VP looking for their next role. Beyond this you'll develop and maintain relationships with controls and 2LoD along with representing ICB in both Firmwide forums but also with our regulators and senior stakeholders.
At Chase, we are committed to fostering a culture of excellence. We seek visionary leaders who can inspire collaboration, assist, upskill, and learn from their global teams, creating a truly exceptional workplace.
Job Responsibilities:
- Command a global team of approximately 25 Incident Managers across four strategic locations.
- Lead and oversee the global response to escalations from squads and vendors, including escalated alerts from our monitoring stack. Own, execute, and drive the Incident Management processes to resolution with exemplary facilitation, planning, and time management.
- Lead the response to the most critical and severe incidents and crises, ensuring swift and effective resolution.
- Deputize for the Reliability Ops Lead, providing leadership and strategic direction in their absence.
- Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts.
- Manage the expansion of ICB from an Incident Support standpoint as we scale up into new countries, Markets and products ensuring adherence to local regulations and Legal Entity Requirements
- Ensure the highest quality of communication for incident status, resolution, and impacts to internal and external stakeholders, including gathering relevant information to communicate to regulators.
- Host and/or join Post Mortem meetings with key participants and accountable parties to ensure the correct focus is driven to identify root causes and deliver eradication actions with the correct ownership.
- Cultivate a culture that reduces repeat incidents, fostering shared learning across global teams.
- Support the review of all incidents across all priorities to identify thematic root causes, impacts, and actions, detailing accurate and timely reports to key forums to drive improved decision-making.
- Contribute innovative ideas to evolve our global processes, working practices, and stakeholder relationships, ensuring we continue to be recognized as a high-performing, value-adding team to Chase International Consumer Bank.
- Build and manage relationships with senior (C-Suite) level management and serve as a point of contact.
- Build and maintain strong relationships with 1LoD, 2LoD, and 3LoD, driving a transparent and collaborative culture.
- Share innovations and best practices with the wider firm, driving positive change at JPMC.
- Manage and balance workload and capacity through agile methodologies across the team.
Required Qualifications, Capabilities, and Skills:
- Passionate about delivering an exceptional customer and colleague experience on a global scale.
- Proven experience in solving complex incidents and major incidents within a high availability, high transactional technical environment.
- Demonstrated ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with global colleagues to deliver optimal outcomes for our business and customers.
- Experience, proven knowledge, and awareness of Risk and Controls, driving improvements.
Preferred Qualifications, Capabilities, and Skills:
- Skilled at building and maintaining relationships across global teams.
- Exceptional communication skills (written and verbal) at all levels of seniority.
- A keen critical thinker with a global perspective.
- Ability to take charge of a situation and drive forward on a global scale.
- Experience working with Event, Incident, Problem, and Change management on a global level.
- Experience with regulator interactions.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.