Description

Job Summary

As a Transaction Operations Manager within Consumer & Community Banking/Chief Technology Office Payment Services (Check Processing), you will lead a multi-shift operations team responsible for accurate, timely, high-volume transaction processing. You will be accountable for delivery against productivity, quality, and service metrics while reinforcing a solid Risk & Control culture and audit readiness. You will apply structured problem-solving and data-driven performance management, leveraging approved automation/AI capabilities to improve throughput, reduce defects, and strengthen operating effectiveness.

Job Responsibilities

- Lead a multi-shift team (employees and contractors; up to ~25) through onboarding, training completion, task allocation, and performance management.
- Coach team members through regular feedback, development plans, and calibration participation to drive consistent performance outcomes.
- Build a high-engagement culture that promotes transparency, trust, recognition, and accountability across shifts.
- Set daily production goals aligned to forecasted volumes, productivity targets, budgets, and available capacity.
- Monitor real-time throughput and quality, dynamically rebalancing staffing and priorities to meet SLAs and cutoff times.
- Remove operational blockers by managing exceptions, process delays, and breakdowns to protect service and quality outcomes.
- Analyze KPI misses and recurring defects using root-cause methods to identify drivers and control gaps.
- Execute corrective action plans that improve productivity, quality, customer outcomes, and schedule adherence.
- Identify process simplification opportunities that reduce rework and deliver measurable cycle-time, defect, and cost improvements.
- Leverage data, reporting,



and approved AI-enabled tools for forecasting, prioritization, exception management, and quality monitoring.
- Ensure adherence to firm policies, procedures, mandatory training, security standards, and audit/issue-management routines with timely risk escalation.

Required qualifications, capabilities and skills

- Demonstrate 3+ years of people leadership experience in a production-based operations environment.
- Lead multi-shift workforce execution, including staffing, task allocation, and performance routines.
- Apply strong planning and organization skills to manage competing priorities and deadlines.
- Use metrics and reporting to manage performance and drive productivity and quality outcomes.
- Perform structured problem-solving and root-cause analysis on defects, exceptions, and KPI misses.
- Communicate clearly in writing and verbally, influencing across levels and partner teams.
- Maintain a high-ownership, controls-first mindset with disciplined escalation and audit readiness.

Preferred qualifications, capabilities and skills

- Bring experience in payments or transaction processing operations, including check processing exposure.
- Drive continuous improvement initiatives delivering measurable throughput, quality, and cycle-time gains.
- Utilize automation and approved AI-enabled capabilities to improve forecasting, prioritization, or exception handling.
- Demonstrate familiarity with operational risk and control expectations (procedure adherence, issue management, audit support).
- Partner effectively with domestic/global support teams to resolve system and process issues impacting production.
- Operate comfortably in time-sensitive environments requiring rapid triage, decision-making, and escalation.
- Champion engagement and recognition routines that sustain performance and retention across shifts.

📌 Financial Transactions Specialist (Bengaluru)
🏢 JPMorganChase
📍 Bengaluru