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JPMorgan Chase JPM Payments - Head of Payments CRM - ED / MD in New York, New York


The Head of J.P. Morgan Payments CRM will serve as the owner responsible for all JPM Payments' CRM product globally. This includes setting strategy for the payments-wide solution, managing the key vendor relationships, determining appropriate integration and launch schedules and running the day-to-day CRM product responsibilities. As the senior manager accountable for global business CRM, the successful candidate will collaborate closely with front office leaders and other senior business partners to empower a broad sales transformation. The candidate will combine senior leadership, influence, and execution skills with CRM technical expertise, process engineering knowledge, and financial services experience. Both strong Executive Director and Managing Director candidates will be considered.

Key responsibilities:

  • Form a seamless bridge between functional objectives laid out by Sales & business leaders and IT execution alignment to d rive the successful rollout of a new business-wide CRM solution

  • Serve as primary CRM partner to executive leadership

  • Partner closely with Sales, Product, Client Service, Technology and Operations in a highly matrixed organization

  • Understand best practices around and execution of Onboarding and Middle Office integrations -- e.g., implementation workflow, product catalogue, billing and account opening

  • Establish project vision and business case; a ssess current state, target capabilities, and resource alignment to achieve vision

  • Ensure all CRM-related activities are scrutinized and vetted for strategic fit with project vision, documented, coordinated, planned and executed in an effective, timely, and financially responsible manner

  • Develop reliable, timely budgets for projects and recurring maintenance expenditures

  • Select, negotiate and contract with partners for licenses and implementation services

  • Manage initiatives from inceptions to successful completions with metric to measure success.

  • Proactively manage risks

  • Provide strong leadership to a geographically dispersed team; recruit, hire, retain and develop top talent

Required skills & experience:

  • Hands-on, in-depth experience managing CRM platforms, particularly Salesforce

  • Strong knowledge of financial services sales processes, particularly transaction banking services, but experience with merchant acquiring, trade finance, and/or other banking products a plus

  • Demonstrated experience designing, building, and implementing enterprise solutions

  • Seasoned professional with track record of performance influencing sophisticated business partners with competing priorities

  • Superb relationship management and communication skills; able to listen and navigate the organization to bring multiple stakeholders together

  • Professional presence; ability to earn respect with senior audiences

  • Proven technology management discipline (financials, resource planning, ops risk/security)

  • Experience operating in a highly regulated industry/environment

  • Able to thrive in a high intensity environment with multiple and competing priorities

  • Exceptional personal integrity

  • Experience managing teams (direct and/or shared) of 20 or more

  • Typically 10+ years of relevant experience in a financial institution

  • Bachelors degree, advanced engineering, science degrees, or MBA preferred

  • Some travel required (<25>

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. These requirements may include sharing information in the firm's vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.

Equal Opportunity Employer/Disability/Veterans