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The Cash & Card (C&C) operations team investigates and resolves complex payment incidents, monitors developments and trends across payment processing, and supports the build of new tools and processes to enhance the performance and efficiency of the C&C team.

This role will require a detailed understanding of retail card payment processes, an investigative and analytical approach to problem solving, and an ability to work effectively with product, technology, and business teams to resolve incidents and develop new and enhanced processes.

The role will support the build of tools as well as the resolution of operational issues and will be split between 'Build the bank' and 'Run the bank' activities.

Job Responsibilities

• 
  Conduct complex enquiries and investigations for problems that frontline contact centre teams cannot resolve.
• Provide required audit trail and documentation to support the work performed.
• Gather requirements and support the build of tools and processes to enhance the work of the C&C team
• Liaise with Development & other Operations teams to co-ordinate the C&C Ops journeys.
• Analyse current performance of the team and publish statistics and reports.
• Support and deliver training material for Contact Centre and Ops teams.
• Create and update playbooks for C&C Ops Team for new payment products.

Required qualifications, capabilities, and skills

• Relevant knowledge and experience, ideally in a back office, middle office, operations, or similar function of a banking/financial services organisation
• Willingness to learn new schemes and rulebooks to support C&C Ops in FPS / BACS / SWIFT / Mastercard.
• Diverse product knowledge, with an ability to develop an understanding of new products
• Ability to work under considerable time pressure, whilst maintaining a high level of accuracy and quality, ability to partner and influence across businesses and other support groups
• Strong analytical skills to analyse the information, identify the problems, and work towards finding the solutions, excellent communication and organisational skills
• Control focus and mind-set at all times, whilst respectively challenging the status quo, attention to detail whilst being cognizant of materiality level
• A relevant degree, accounting, or financial qualification would be beneficial

#ICBCareer

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.