The Channel/Site Performance Manager is responsible for the coordination and analysis of all operational performance tracking for the production channel/site. They will work closely with the channel and site managers to analyze results, predict performance, and develop and follow through with action plans. The CPM manages helps establish performance goals to ensure that the operations channel meets its productivity and customer service goals. The CPM is expected to directly influence the performance of the channel/site.
Operations teams are located nationwide and handle the processing, closing and underwriting of mortgage applications generated by the sales teams. Operations works to build functional excellence by delivering consistent customer and sales team support throughout the loan process with a focus on the customer experience and internal business controls.
Principal Duties and Responsibilities
Works closely with the channel and site managers to monitor, analyze, predict, and act on site performance.
Partners with the National Team on the Staffing Model/ Capacity plan; fully understands its dynamics and the channel's productivity performance against the assumptions in the model.
Assists in benchmark validation/time studies.
Participates in establishing performance measures, productivity goals and identifying opportunities for improvement.
Predictive modeling based on existing trends and applied business knowledge, including early warning of KPI issues.
Produces executive reports, business review presentations as required.
Periodically takes leadership role in planning and tracking change initiatives.
Acts as ambassador for the channel and sites, working closely with other groups such as Finance, National Performance Management and MIS (IT).
Knowledge and Experience
Bachelor's degree in Accounting, Finance, Statistics, Business or related preferred; MBA preferred.
Proficient in Essbase, SQL queries, Access, Excel.
3-5 years experience in operations management and mortgage/equity business drivers strongly preferred
3-5 years experience in the development of management reporting and performance analysis techniques strongly preferred
Demonstrated, in-depth knowledge of Loan Operations knowledge of Chase/WAMU systems.
Exposure to and ability to learn basic database concepts and ad-hoc data query basics.
Strong math and financial skills. Understanding of basic accounting principles.
Strong PC skills. Proficiency in Microsoft applications, particularly Excel, PowerPoint and Access.
Independent logical problem solver; analytical ability to synthesize data and project outcomes.
Maintains the highest standards of honesty, fairness and ethics. Will be exposed to confidential information.
Expresses thoughts and ideas clearly and concisely (verbal and written).
Keeps others informed of key business information, issues decisions and action.
Adapts well to increasing scope and complexity of work brought on by business growth.
People Leadership - Models and provides direction by coaching and developing others at all levels, to foster long-term learning and development based on effective leadership and process expertise.
Collaboration – Operate in an environment where we will partner with each other to do what’s best for our customer
Delivering Results – Strive to set and understand goals and work to reach short-term goals and support long-term strategy.
Communication - Share information, concepts and opinions with others that results in clear understanding and desired outcome. Also, the ability to answer complex inquiries, provide information, consult with customers and manage difficult customer interactions.
Willing and able to take ownership of projects and functions.
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
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