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Non Escalated Complaints (NEC) Business Process Analyst

Job Description


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.  


Key Responsibilities:

  • 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


  • Bilingual preferred
  • Bachelors degree preferred and minimum of 5-7 years analytical, operational management, project management, or process improvement work experience
  • SAS, SQL, Unix programming skills preferred
  • Excellent MS PowerPoint, Excel, and Visio skills
  • Superior problem solving skills
  • Customer experience evidenced mind-set
  • Experience in or leading operational function
  • Project Management, Process Management, or Process Improvement experience
  • Capability to learn rapidly, and to structure problem solving approaches efficiently
  • Excellent communication and presentation skills are required
  • Effective time management skills and ability to use judgment on prioritizing tasks
  • Self motivated, positive thinker, and natural curiosity
  • Ability to drive and implement change
  • Desire to understand end-to-end processes
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.
Req #: 160033445
Location: Wilmington, DE US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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