JPMorgan Chase CCB - ED, Head of Business Support - Claims, Disputes & Recovery in Columbus, Ohio


The Claims Control, Disputes, and Recovery (CDR) team is part of the Fraud, Claims, and Disputes (FCD) function with in Consumer & Community Banking (CCB). The CDR team is responsible for handling customer inquiries related to both potential billing errors and potential fraudulent activity on credit card and DDA accounts. CDR handles calls from customers, customer service specialists, and branch bankers and also manages the case inventory to the completion of a claim/dispute.

General Level of Responsibility

As the Head of Business Support on the CDR team, we are looking for an individual that excels in root cause problem solving, process improvement, process management, people management, and collaboration. This person will be a key member of the CDR leadership team and will play a pivotal role in strengthening and evolving our relationships with other support functions (e.g., Control, Compliance, Risk Management, Business Planning and Analysis (BP&A), Operations Strategy & Information Management, Finance).

Overview of key responsibilities:

Management information and reporting

· Develop executive communication (e.g., MBRs, R&C committees)

· Produce and enhance regular management reports to streamline business management

· Develop road map to build target state performance management infrastructure

Business analytics and intelligence

· Constantly scan competitive landscape to identify best practices

· Leverage existing relationships with industry experts, benchmarks, and round tables to deliver insights

· Collaborate with CCB and CCB Operations centers of excellence to deliver new capabilities

· Drive targeted analytics to inform strategic and tactical business decisions

Process improvement

· Identify opportunities to reinvent the customer experience, with a specific emphasis on leveraging Chase’s Digital assets and alignment with CDR’s target state workflow (IDMS)

· Develop mechanisms to identify drivers of demand (e.g., NICE analytics, call/case reviews) and develop targeted initiatives to reduce demand

· Perform regular process walkthroughs to identify reengineering opportunities (e.g., automation, reduce rework)

Initiative management

· Manage impacts to CDR from large programs (e.g., Association releases, ChasePay, ChaseNet, Webstats migration)

· Develop coordinated change management schedule to increase frontline readiness

· Act as main interface for CCB and CCB Operations Technology demand management process

BaBachelor degree in Business Management, Operations Management, Information & Decision Management or related fields; MBA preferable

  • 7+ years of work experience in Performance Consulting, Integration Management, Process Management or related fields

  • Business and/or Operations management experience preferable

  • Call Center and processing management experience preferable

  • Disputes/Claims management experience in Credit Card and/or Retail preferable

  • Proven track record in managing large business transformation projects

  • Strong relationship management and influencing skills

  • Demonstrated leadership skills – self-starter, proactive, output oriented

  • Strong verbal and written communication skills – executive synthesis, motivating

  • Ability to identify issues, work collaboratively to recommend and implement solutions

  • Strong quantitative and qualitative analytical capabilities

  • Understanding of program / project management disciplines

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.