Executive Director - Merchant Services Transformation Director, Client Onboarding & Service

Job Responsibilities

• Create, evaluate, prioritize, and implement transformational use cases across Merchant client onboarding and service functions
• Define and track key performance indicators (KPIs) and objectives and key results (OKRs) for program performance and outcomes
• Produce and deliver executive-ready reporting on portfolio performance, outcomes, and key accomplishments
• Build, lead, and mentor a high-performing team of program managers, ensuring the team has the skills, tools, and capacity to meet objectives
• Partner with cross-functional teams to align priorities, manage dependencies, and communicate risks and issues to leadership
• Advise and influence senior leaders on portfolio priorities, capability investments, and major change initiatives
• Build trusted relationships with key stakeholders to drive alignment, decision-making, and adoption of AI solutions
• Remove blockers, manage escalations, and ensure timely delivery of program objectives

Required Qualifications, Capabilities, And Skills

• Bachelor's degree
• 10 years of industry experience in program management and change management within a large-scale organization, focusing on transformation initiatives (for Singapore: must have 10 years' experience)
• Strong understanding of Merchant Services process and technology
• High proficiency with Microsoft PowerPoint for executive-level documents and Excel for program analytics
• Experience with Microsoft SharePoint and data visualization tools such as Alteryx or Tableau
• Strategic thinking and problem-solving abilities, with proven experience applying analytical tools to develop solutions
• Organizational and project management skills with attention to detail
• Excellent interpersonal skills and ability to build effective partnerships with all levels of management across diverse functions and locations
• Strong leadership and team-building skills
• Excellent oral and written executive-level communication and presentation skills

Preferred Qualifications, Capabilities, And Skills

• Master's degree in business administration (MBA)
• Prior experience in AI/ML technology delivery
• Experience leading large-scale transformation initiatives in financial services or related industries
• Demonstrated ability to influence senior stakeholders and drive major change initiatives
• Experience in building and mentoring high-performing teams
• Familiarity with governance, design standards, and performance measurement for AI programs

About Us

JPMorganChase, 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.