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Oversight & Control - CCB Quality Manager, VP - Columbus or San Antonio

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at


The Role:


This position, which will be part of the Oversight and Control Quality organization, will identify and implement opportunities to leverage technology to increase the scope and effectiveness of Quality. In addition, this leader will partner with quality leaders, operational groups, and technology teams to increase the impact of quality’s insights through improved communication, planning and action and identify opportunity to improve processes and better leverage technology in quality monitoring. This leader in the Quality organization will work to ensure that we meet our "treating customers fairly principles" in every interaction and delivery to the customer, along with the specific compliance and policy elements that are necessary to deliver against Quality standards in these channels.  


The candidate must have:

(a)  a passion to deliver exceptional service to the customer

(b)  experience with and a demonstrated interest in new and emerging channels, formats, and platforms for communication that are technology-driven such as email, text, and social media (e.g., Facebook, Twitter, etc.) on multiple platforms, including mobile

(c)  the demonstrated ability to work across functions and businesses, working collaboratively to drive results for "One Chase"

(d)  the willingness and ability to challenge our existing practices and identify and implement process improvements


Responsibilities will include:


·         NICE Administration

o   Manage NICE Administration for the CCB Quality team within service level and policy requirements, including password resets, new users, modifications, team alignment, as well as weekly control audits

o   Partner with technology to improve user experience for NICE, including system outages, upgrades and issue resolution

o   Increase understanding of NICE capabilities across Quality and Operations through training and online resources

o   Support the development and modification of evaluation forms for Quality monitoring on all platforms across CCB


·         Governance and Controls

o   Manage call exportation policy and process for CCB Quality

o   Manage forms governance process for CCB Quality


·         Initiatives

o   Identify and implement opportunities to leverage technology to increase scope and/or effectiveness of monitoring

o   Enable quality to continuously improve through benchmarking and innovation


·         Team Leadership

o   Manage a remote team of five process analysts


·         Strategy

o   Manage strategy across CCB Quality Platforms

o   Build and maintain strong relationships with technology, systems, and operational support groups

o   Implement effective Change Management strategies for ongoing changes in platform 



·         Seasoned professional with 7+ years experience in operations and/or system support

·         Ability to work across functions and levels in the organization

·         Strong analytical and influence management skills to analyze results and customer insights

·         Experience leading change initiatives within large, complex organizations

·         Strong collaborative and influencing abilities across a highly matrixed environment

·         Creative and innovative problem solver, able to communicate new ideas, and inspire support

·         Excellent written and verbal communication skills

·         Process improvement focus

·         B.A./B.S. degree preferred 

Req #: 160046386
Location: Westerville, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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