Join our Commercial Investment Bank as a Quality Associate, where you'll ensure adherence to Merchant Services Client Service and Implementations criteria. Manage quality processes, implement tests, and oversee operational policies. Monitor control environments, complete evaluations, and lead special projects. Direct team activities, ensuring compliance with regulatory rules and company policies.
As a Quality Associate I within Commercial Investment Bank you will monitor adherence established Merchant Services-Payment Solutions Center criteria by managing the quality process, including the implementation of quality tests, operational policies, processes, and services. The Quality Associate I will monitor the control environment for changes which may impact testing, complete evaluation deliverables, and lead special projects, when applicable. Additionally, the Quality Associate I will also manage and direct overall team activities, monitors performance, and confirms adherence to regulatory rules and company policy and procedure. The Quality Associate I also maintains stakeholder relationship to 15 different processes and or shops.
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Job responsibilities :
- Manage performance of QA Specialists and Quality Support Analyst, and conduct performance reviews monthly using their scorecards as well as expectations based on items indicated in the yearly performance dimensions.
- Coach and develop Quality Specialist/Analyst for continuous skill refinement through various mediums to isolate employee performance improvement and administer appropriate training/actions to yield the intended performance results.
- Monitor and manage quality evaluation workloads to ensure completion of weekly/monthly tasks and to ensure compliance to the required number of evaluations per specialist monthly
- Conduct quality reviews to ensure consistency and accuracy of evaluations
- Liaise with ops for procedural gaps and operational risks from QA discoveries. Provide insights to operations regarding quality trends thru inclusion in the Monthly MBRs, participation in the Toll gate Meetings. Participate in the hiring and Performance Management activities pertaining to the Team
- Handle special projects and tasks as assigned by Management
- Manage the smooth implementation of the Monthly Calibration sessions with QA Team (internal calibration) and with Ops Leadership.
- Disseminate HR and PSC updates in Team Meetings. Lead audit and control testing representation for Quality along with Governance and Control Manager. Answer queries and request for information with evidence and/or proof.
- Create training plan for New QAs and collaborate with Ops and Training Team for Upskilling QA Specialists.Facilitate QA Talk for new hires, new joiners and newly promoted Managers and ASIVs. Recommend and implement enhancements to improve effectiveness and efficiency of process. To include written procedures and training materials as necessary.
- Own the Dispute Process. Maintain the SP site, assign task to co-POCs, make decisions, schedule Second level disputes, documents decisions, cascade insights to Ops Leadership.
- Work with BI in creating content in MS University to uplift scores and minimize Professionalism misconduct.
Required qualification, capabilities and skills
- 3 years of experience in conducting quality reviews and managing quality evaluation workloads in the financial services and/or banking industry.
- Experience in leading audit and control testing representation.
- Experience managing and overseeing the performance of a team.
- Proven ability to coach and develop team members.
- Strong ability to provide detailed reporting and coordinate meetings to review validation anomalies.
- Experience liaising with various business units to address procedural gaps.
- Excellent verbal and written communication skills for stakeholder engagement and team management.
- Ability to recognize issues and risks, and to initiate appropriate actions.
- Ability to build internal relationships with operations, controls and audit partners.
- Able to create and communicate reports to senior leaders and external partners.
Preferred qualifications, capabilities and skills
- Strong project management skills, experience working with process improvement projects from identification of opportunities to execution of action plans.
- Motivated self-starter with high attention to detail.
- Ability to think with a control focused mindset with emphasis on risk mitigation.
- Communicate clearly, timely and with urgency and understanding of deadlines.
- Commercial and Investment Banking experience preferably with understanding of merchant services and client services operations and functions.
ABOUT US
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. 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.
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.