Business Support Team Lead

JOB DESCRIPTION

The Role Based Access Controls (RBAC) Operations team within the CIB Business Support Management department is responsible for a range of logistical and control-focused activities, including:

• Enabling user onboarding processes, primarily leveraging the RBAC structure, to ensure users receive appropriate access in alignment with risk, controls, access governance, and service level agreements (SLAs).
• Managing end-to-end user access onboarding submissions, ensuring timely and accurate access provisioning while addressing all relevant risk, control, and governance requirements.
• Handling queue-based casework, where effective business coverage and strong internal partnerships are essential to team success.
• Demonstrating strong time management skills and the ability to identify, escalate, and address thematic issues as they arise.
• Effectively multitasking across processes, as user access onboarding requests are managed through multiple request management tools within the firm.
• As team lead, supervising workflow pipelines, managing day-to-day team dynamics, and supporting the professional development of team members, while also contributing to individual case coverage

Key Responsibilities:

• Lead and manage a team responsible for coordinating employee movement and systems access, ensuring all team members are well-trained and equipped to deliver high-quality support and service.
• Identify, escalate, and resolve issues or trends related to core activities, project initiatives, and functional tools.
• Build and strengthen relationships with business stakeholders, senior leadership, and global peer groups.
• Maintain a robust control and compliance environment, proactively mitigating risks within business processes.
• Collaborate with global teams to establish and implement best practice support standards, ensuring a consistent employee experience across the organization.
• Participate in, and occasionally lead, strategic initiatives and ad hoc projects within Business Support Management.

Ideal Candidate Profile:

The ideal candidate will demonstrate a strong data-driven mindset, consistently using metrics and analysis to inform decisions, along with a customer service orientation, proven leadership and communication skills, and solid project management capabilities. Proficiency in MS Office and confidence in engaging with senior management at all levels are essential.

Required Qualifications, Capabilities, and Skills:

• Minimum of 3 years of relevant experience, with demonstrated expertise in IAM technology or cybersecurity.
• Exceptional interpersonal, communication, and influencing skills across all organizational levels, with the ability to perform effectively under pressure.
• Excellent judgment and professionalism, with a strong commitment to maintaining confidentiality. Superior organizational, problem-solving, and process improvement abilities.
• Prior experience in management roles, such as team lead or people manager.
• Experience working in SLA-driven and target-based operational environments.
• Project management skills to lead initiatives or support broader team objectives.
• Strong proficiency in the MS Office suite.
• Bachelor's degree required.

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

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.