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Product Area Director, Home Lending

Req #: 180035249
Location: Columbus, OH, US
Job Category: Product Management
Potential Referral Amount: 0 US Dollar (USD)

Position Summary 



In this role, the Product Area Owner will provide oversight and partner with business leaders to translate strategic roadmaps, priorities, and business needs to identify where technology can advance the organization.  Partnering with business leaders, the product area owner will take point on business case development, focused on improvements to customer experience and organizational efficiencies. 
The Product Area Owner will partner with the Home Lending management team and collaborate with other partners (e.g., Risk, Compliance, Finance, Technology, HR, Marketing, Sales Channels and Operations) to define the go-to-market strategy, product positioning, key benefits, and target customers. The role will also be responsible for leading agile technology deployments, working with technology partners to build and prioritize a pipeline of investment projects, and overseeing the product teams leading development and deployment.
This position, located in either Columbus, OH or Plano, TX will be responsible for managing a team of skilled professionals and an associated operating budget. 
Business Description
Home Lending servicing is responsible for servicing the bank’s mortgage portfolio, including owned loans as well as those serviced on behalf of others.  The operational footprint spans across multi-state and global locations, including key vendor oversight, as well as operations in the firm’s Global Service Center in Manila, Philippines.
Core Competencies
  1. Understands the overall mission and perspective of the department; communicates this mission into action
  2. Analyzes problems and identifies potential solutions, demonstrating an ability to see the “big picture” while remaining close to the operational data
  3. Facilitates collaboration and cross-organizational conversation to deliver one shared vision
  4. Develops and effectively implements a product & process improvement strategies against clearly defined operational targets and success metrics.
  5. Demonstrates program management experience including developing business cases, developing and maintaining project plans, consulting with the business and end users, and ensuring documented steps required to execute or modify programs.
  6. Effectively partners with internal and external parties, actively soliciting their guidance and input at every step of the business process
  7. Regularly communicates with staff; coaches, teaches and motivates employees beyond job expertise
  8. Maintains a strong diverse recruiting pipeline and onboarding capability
  9. Demonstrates consistency in approach and methods; ensures policies, procedures and processes are communicated, understood and followed
  10. Regularly assesses employee performance and provides feedback, sets clear expectations and holds employees accountable
  11. Establishes and maintains a proper control environment whereby policies, procedures and processes are understood by all associates and are consistently followed.  Ensures that appropriate documentation is accurate and in place to enable a clear trail for audit for all factual information.  Holds subordinates accountable for compliance within a controlled environment. 
  12. Adheres to compliance with legal and regulatory requirements

Principal Duties and Responsibilities (in order of importance)

  • Drive the transformation agenda for Home Lending Servicing, leading a product area, developing and overseeing comprehensive, innovative product & process improvement strategies across multiple business lines and functional areas
  • Facilitate business strategic planning for operations partners to support improved customer experience, while delivering a competitive advantage and improved financial results
  • Oversee business capability road mapping, identify business capabilities needed to implement business strategy
  • Innovate and transform end to end operations, incorporating large scale automation, advanced analytics, and other digital technologies into operations in order to streamline processes and improve customer experiences 
  • Build/maintain strategic interface between the operations partner and the IT organization, responsible for maintaining the Technology and Operations book of work
  • Provide executive communications and MBRs that include status of all large initiatives; work to resolve all conflicts or potential risks. 
  • Create effective and efficient communication and decision-making processes, including prioritization processes and issues resolution processes.
  • Analyze and create project business cases that accurately reflect the cost and benefits of the program/project.
  • Prioritize among multiple programs and projects, including the ability to obtain buy-in or obtain management direction in a timely manner when needed.
  • Challenge existing engagement/interactions models across the organization driving improvements in a collaborative environment.
  • Think "big-picture" across the industry to continuously identify emerging trends that can be used to drive growth.
  • Utilize industry leading best practices, looking across the Chase franchise and industry competition to optimize strategies
  • Deliver, review and analyze financial performance against forecasts. Use analytics and operational best practices to drive innovation, maximizing economic efficiencies while delivering against customer, people and controls objectives
  • Focus on performance management of direct reports with emphasis on leadership, skill development, while reinforcing an organizational culture of managerial accountability and employee engagement
  • Collaborate closely with IT, Risk, Controls, Finance, Marketing and Compliance to ensure that product and process strategies are optimized against the operational strategic priorities
  • Effectively communicates Chase, LOB and Department, and Management initiatives, expectations, updates and changes through clear and concise communication  


Knowledge and Experience

  • Masters of Business Administration is preferred
  • 8 - 10 + years of relevant experience
  • 5-7 years experience working with banking operations is required; mortgage operations preferred
  • Advanced understanding of business and management functions in financial services
  • Experience with implementation of project management processes and methodologies in a large and complex organization
  • Product knowledge and understanding of Chase Home Lending processes preferred
  • Process Improvement Methodologies, and Process Analysis & Design experience desired

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