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Business Operations Manager

Req #: 170092144
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)
The Business Operations Manager will be responsible leading the CSS Incident Management team supporting multiple business partners across Consumer and Community Banking.  This individual will be responsible for ensuring robust communication of issues, full understanding of operational and customer impacts, driving resolution and root cause of issues and collaborating with IT & Business partners.   The individual will be responsible for the maximizing the customer and operational experience through improving operational technologies and tool sets, driving efficiency in all customer interaction channels as well as influencing and advising senior operational leaders within the firm. 
 
The individual will be responsible for developing analytic outputs, controls and trending aligned with the firm’s safety and soundness, customer interactions, as well as contact channel and system performance across multiple lines of businesses.  Adjunct responsibilities include oversight and responsibility for employee development, application soundness, and change management readiness and integration.   The individual will be asked to partner with key stakeholders to develop effective strategies aligned to enhancing the customer experience while maintaining a balanced financial approach. The manager must be able to work collaboratively across lines of business in an effort to unify processes where appropriate. This leader will also be asked to develop, drive, and expand the unit’s strategic roadmap, analytics and controls integrated with Operational, Technical, and Compliance partners along with strategic vendors. This effort also includes delivering recommendations on standardizing and developing tool sets for executive communication, data aggregation, and initiative value development and prioritization. 
 
This individual will be proficient at developing and presenting analytic and technical research related their overseen processes while successfully providing strategic business recommendations to Operational partners, IT / IS partners and strategic vendors.  This individual must be effective at communicating within a progressive and changing customer centric business model.  Additionally, this individual will be responsible for ensuring the firm maintains its industry advantage by understanding best in class customer application and system performance and, as such, works collaboratively to ensure the appropriate integration of technologies, models and tuning standards are implemented against the existing customer models and the business unit’s strategic vision.  The position requires a high degree of leadership, creativity, decision-making, communication, and analytic skills.
 
Duties include:
  • Provide strategic direction to Senior Leadership through value added analytic research
  • Drive CCB enterprise cross line of business interests related to operational opportunities over a broad array of service channels
  • Influence strategic direction to manage risk and controls for specific Business Function processes
    • Lead  efforts to develop best practices, incorporate efficiency principles, identify and propose tactical and strategic opportunities to improve the customer experience
    • Collaborate and influence peer groups to provide strategic direction and support to manage risk and controls for specific Business Function processes
  • Proactive develop and implement early identification, monitoring, and control reporting enabling process stability and efficiency
  • Development of control dashboards and process work flow schematics illustrating both process gaps and opportunities
  • Enhance processes and systems geared toward customer satisfaction, service levels, contact rates, profitability, etc.
  • Work closely with the partners and project teams to ensure all reporting needs are being adequately addressed. Oversee trend analysis and ad-hoc analytics and proactively communicate findings to Leadership team and support partners.
  • Establish scorecard metrics to evaluate the health and quality of assigned processes and overall team performance
  • Communicate effectively with process owners and key business stakeholders
  • Develop and Lead communications to senior leaders across Operations, IT, Compliance, Risk, etc.
  • Demonstrate accountability and business process ownership to effectively manage overall heath and direction for workgroup and assigned processes
  • Provide leadership and direction across workgroups, departments, locations, and applications
  • Provide ongoing coaching and effective development/training plans to support employee development and growth
  • Provide direct supervision to a team of business analysts.  Tasks that include, but are not limited to goal setting, performance management, talent evaluation, delegation, task allocation, prioritizing assignments, maintaining morale, and development planning
The qualified candidate will possess:
  • Bachelor's degree or equivalent experience/training. MBA preferred. Bachelor's degree in one of the following - Industrial Engineering, Quality Management, Process Management, Production & Operations Management, Business Systems Analysis, Industrial Psychology, Business Management, Statistics, Economics, MIS
  • Experience in leading and developing geographically dispersed teams. Demonstrated ability to inspire and develop high performing employees. Preferred 3-5 years of direct people management experience
  • Experience with process analysis, design and management, process improvement, and activities including financial, customer, and operational performance measurement
  • Demonstrate excellent analytical rigor and logical thinking with a continuous process improvement mindset. Ability to synthesize information across multiple platforms, systems, and organizations
  • Ability to creatively problem-solve and design integrated business process/technology solutions through analyzing and decoding complex, ambiguous operational and system environments. Must be able to drive improvement opportunities through leadership alignment and execution to the desired end state
  • Strong understanding of Contact Center practices and technology across multiple lines of business preferred
  • Ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal, verbal and written communication skills.  Able to succinctly communicate complex concepts and adjust delivery according to the audience across all levels of the organization
  • Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis
  • Strong working knowledge of Microsoft office, including Power Point, Excel, Visio, Microsoft Project
    • Collaborate and influence peer groups to provide strategic direction and support to manage risk and controls for specific Business Function processes
  • Proactively develop and implement early identification, monitoring, and control reporting enabling process stability and efficiency
  • Provide solutions through a variety of analytics and troubleshooting tasks
  • Develop and Lead communications to senior leaders across Operations, IT, Compliance, Risk, etc.
  • Drive and maintain deep partnerships between key stakeholders and strategic suppliers
  • Strong working knowledge of Microsoft office, including Power Point, Excel, Visio, Microsoft Project
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