JPMorgan Chase Wealth Management - CWM Operations, Learning Facilitator in Chicago, Illinois

J.P. Morgan Asset & Wealth Management, with client assets of $2.4 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.

The Wealth Management Operations service center is responsible for meeting the day to day service needs for the Chase Wealth Management Advisor and Client Service Centers as well as the Private Bank and J.P. Morgan Securities no-advice desks.

As a member of the Chase Wealth Management Operations Training Team the service center trainer/instructional designer is responsible for all training and knowledge management needs for the group. The individual will contribute to the broader Client Service training agenda. Will be responsible for new hire, skill enhancement and initiative-specific training programs.

This position is responsible for the design, development, implementation, and performance support of service center learning initiatives. This position partners closely with management and subject matter experts to provide high quality customized training solutions and course development.


  • Facilitate new hire, skill enhancement and initiative-specific training programs for the contact centers of Chase Wealth Management Operations

  • Evaluate the effectiveness of training against the program objectives and recommend appropriate changes

  • Lead workshops and focus groups

  • Coach and provide feedback to participants during practice sessions and pilot programs, and provide logistical support (e.g., creating and distributing materials, locating facilities)

  • Utilize learning industry software to build interactive and robust courses in a variety of formats including virtual, e-learning, telepresence, and classroom

  • Use storyboards, graphics, audio and video files, interactivity, and animations to construct courseware

  • Conduct needs assessments with internal clients to identify performance gaps and implement solutions tailored to the stakeholders’ training requirements through focus groups, workshops, surveys, and individual interviews

  • Manage new hire onboarding and licensing registration process from start date to training and securities registration completion

  • Design and maintain new hire, skill enhancement and initiative-specific training programs

  • Manage multiple training program development projects ranging up to high complexity/high impact

  • Coordinate training sessions with internal business partners, includes details such as location, logistics, set-up, and materials

  • Coaches and counsels trainees on performance in class and through observations

  • Responsible for learning@jpmc LMS administration including adding courses to database, managing attendance, performing evaluations


  • Series 7 and 66 license required

  • Previous CWM Operations Contact Center experience preferred

  • Strong Microsoft Office Skills; Word Excel, PowerPoint

  • Demonstrates excellent written and verbal communication skills

  • Ability to work flexible hours and independently

  • Ability to manage multiple priorities at once

  • Capability to effectively interact with all levels of our organization

  • Exceptional problem solving and decision making skills

  • Some travel may be required

  • Ability to coach and mentor new employees

  • Prior project management experience preferred

  • Strong organizational skills

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