Performance Excellence Program - Business Operations Manager
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Wilmington, DE 19806
Chase Consumer & Community Banking serves nearly 66 million households and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Chase Card Services consists of two businesses: Consumer and Small Business and Commercial Card. The No. 1 credit card issuer in the U.S. based on loans outstanding.
As a Business Operations Manager supporting the Performance Excellence Program, you will serve in a leadership capacity supporting the execution of initiatives that impact all of CCB Operations This individual would be responsible for identifying and delivering on program objectives which create operational efficiency and reduce the cost to serve, while driving a cultural shift in how performance is managed.
The Performance Excellence Program is responsible for developing and implementing strategies to maximize individual performance and reduce variability across the entire CCB Operations organization. The team will ensure alignment and consistency across CCB Ops functions and partner with leaders and stakeholders to deliver against the savings aligned to the 2018 and 2019 program roadmap. Additionally, the team is responsible for transforming the mindset in an organization of more than 45K employees to ‘bring your best’ (#bringingYOURbest) to work all day, every day.
+ Designs, owns, and manages highly strategic and analytical projects. Is expected to recommend and implement process and strategy improvements.
+ Manages key activities and projects in the group to support the department. Guided by knowledge of the department and the business, and drives decisions for the business with little oversight
+ Performs analysis for executive recommendations that include well developed strategic direction to provide operational excellence and improvements to daily processing
+ Understand and considers relevant business factors in the development of strategic direction that reduce operational risk, while still improve customer experience (and NPS scores)
+ Implements and evaluates cutting edge strategic industry trends across top business competitors and invokes process improvement practices to enhance effectiveness and efficiency of current planning and execution processes
+ Performs comprehensive research to develop strategic plans to improve the operating environment
+ Creates business synergies and alignment when creating solutions, that leverages a shared solution to solve for common challenges and core capability needs
+ Able to immediately identify process gaps, and effectively communicate recommended solutions utilizing the proper escalation process where warranted
+ Interacts independently with other senior leaders in the business to deliver against the priorities and objectives set
+ Identifies business needs, and designs / implements solutions that improve efficiencies and mitigate risks which deliver positive financial impact
+ Effectively leverages and trains team the Strategic Methodology model in place on all initiatives
+ Leverages own expertise to develop and communicate creative solutions based on departmental and organizational considerations. Advises management of possible solutions to existing problems.
+ Uses strategic thinking / planning skills and abilities; applies financial thinking in determining benefits and results
+ Effective at identifying plans to improve processes from concept through completion and ensure meeting of requirements and timely delivery
+ Complies with bank policies and applicable laws for legal document processing at all times
+ Assists with the daily capacity management of the team, ensuring adequate allocation of resources to initiatives to ensure a timely deliver
+ Creates a team environment that promotes growth and ensures quality outputs, aligning resources based on skills through the standard work intake model
+ Participates in cross-functional team environments both in a leadership capacity and as an individual contributor
+ Works quickly and efficiently to meet all time constraints
+ Partners in a respectful and productive manner with other team members- effectively receives and implements coaching / feedback provided by others and provides constructive and developmental feedback to others
+ Responsible for ownership of regular program and business updates, escalating risks and issues to senior leaders as needed
Personal / Leadership
+ Experienced VP, with minimum of 10+ years experience in leading Operations initiatives
+ Serves as a senior member of the team to influence change and lead peers without any direct reports
+ Takes ownership to manage assignments with little to no direction, and individually works with the team to resolve issues and risks that arise at a program level
+ Obtains extensive experience interacting with senior level managers across businesses and functions with an ability to effectively navigate to achieve goals
+ Works with peers to manage and support key activities in the department. Owns and implements the proposed solutions including inception, implementation, and continuous improvement
+ Interacts with other teams frequently across various operations business functions. Customer contact is primarily internal with department management to develop systemic solutions to problems or business needs through analysis.
+ Bachelor’s degree in a strategic or financial discipline
+ Minimum of 8+ years process improvement or strategy experience within a customer centric industry
+ Superior strategic, process improvement and problem solving skills
+ Ability to manage and prioritize multiple initiatives in a dynamic environment with tight timelines
+ Ability to communicate and/or present to various levels of senior management
+ Excellent written and verbal skills
+ Demonstrated proficiency with Microsoft Office (Excel, PowerPoint)
+ JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.
+ Project Management Certification a plus
+ Experience communicating to Senior Stakeholders
+ Excellent written and verbal communication skills
+ Ability to develop strong relationships and collaborate across projects
+ Process documentation and re-engineering skills
+ Experience driving value streams across initiatives
+ Experience designing and deploying large, robust, operationally sound production systems
When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Co. we value the unique skills of every