The Non Escalated Complaints (NEC) Business Process Manager is a member of the new Customer Insights and Complaints Management team within the Customer Experience and Communications organization. This organization's core objective is to simplify and strengthen customer experiences and build customers’ trust in Chase by communicating effectively, listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve. The new Complaints Management team supports the CCB management and oversight of complaints. The Non Escalated Complaints Business Process Manager will ensure the effectiveness and oversight of the process utilizing analytics within voice and text channels to identify non escalated complaints. The individual will have responsibility for the process adherence oversight, consistency across CCB along with identifying success and opportunities within the process. The Process Manager role engages stakeholders throughout Chase Consumer and Community Banking and will play a key role in strengthening our operating model. In addition to day to day production responsibilities, the Business Process Manager will be expected to develop and deliver process improvement initiatives and champion change in the organization. Successful candidates must be able to analyze data and processes to deliver meaningful recommendations to influence the business strategy.
Engage and coach business owners in evaluating process adherence and opportunities
Identify, track and evaluate key performance metrics and variance
Identify, proactively schedule and execute on improvements
Manage training, procedures and job aides to ensure consistency across CCB NEC teams
Lead the effort for risk and control oversight standards within applicable operational teams
Analyze results to identify risks and opportunities with solution recommendations
Evaluate quality results and liaison with NEC and Quality Assurance leaders to identify trends and opportunities
Develop and produce reporting that supports the Operation; communicate Operational health, status, and key stakeholder metrics
Liaise with stakeholders on an ongoing basis- may include Analytic Center of Excellence, Retail Branch, Reporting, CCB operational teams, Enhance Root Cause, Audit and Control teams
Set and continually manage project expectations with team members and other stakeholders
Develop presentations that support any analysis, findings, and recommendations for process or operational improvement
Lead process improvement initiatives; be innovative in finding ways to improve current processes to improve customer experience
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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