JPMorgan Chase Operations Manager - Columbus, OH in Columbus, Ohio

About Chase Consumer & Community Banking:

Chase Consumer & Community Banking (CCB) serves more than 65 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 146,000 employees serve our customers by following Chase’s Five Keys to a Great Customer Experience.

As an Operations Manager, you will be an instrumental member of the Banker Support group within National Sales. In this role, you will provide oversight to, and lead multiples initiatives across the Banker Support Line and Quality Analysis team including:

  • Leader of QA team (approx. 10 employees) and the application of the current quality process. Update process and required to maintain appropriate review of calls and ensure processes are being implemented and followed

  • Leading daily, weekly and monthly meetings with multiple support groups to ensure the Bankers interest are represented within these groups.

  • Driving accurate and actionable reporting on a daily, weekly and monthly basis as well as short-term and ongoing projects in support of banker issues submitted through the banker feedback tool, organizational initiatives and internal tracking efforts.

  • Participating in and also leading meetings at the operational and project level, providing continuous feedback on project/controls status and offering creative/alternative solutions to ensure any issues are executed in a timely manner.

  • You will be required to define purpose, clear roles, tasks, milestones and measures of success on all reporting and project work.

  • Monitor projects on an ongoing basis, evaluating progress and quality, managing issue resolution process and taking corrective action, if necessary.

  • You will also generate reports, that measure volume, service level and overall satisfaction across all BSL reporting groups and influence participation on the line for any non-participating business unit.

The successful candidate will also:

  • Lead control related activities including risk assessments, control evaluation and follow up and verification of issue to closure

  • Lead the definition of project scope, goals and deliverables

  • Drive, develop and maintain best practices for reporting and project delivery within your team

  • Ensure projects are successfully completed according to agreed terms for scope, cost and schedule

  • Generate and distribute reports using multiple resources

  • Be comfortable making swift business decisions as the point of contact for other business units on the BSL

  • Monitor and report on projects you are leading to all stakeholders

  • Lead a total team of approx. 10 employees


  • Bachelor's degree preferred or equivalent experience

  • 5-10 years of project management experience

  • Working understanding of operations risk and related controls

  • Works well individually and in teams, share information, support colleagues and encourages participation

  • Consumer Banking Experience preferred

  • Ability to lead & motivate cross-functional teams & interact with all levels (horizontal& vertical)

  • Excellent verbal and written communication and interpersonal skills with the ability to present complex and sensitive issues to senior management and influence change

  • Ability to be flexible, follow tight deadlines, organize and prioritize work

  • Proven ability to be able to multi task, complete projects on time and able to adapt to changing priorities

  • Ability to construct and present presentations at a senior manager and executive level

  • General understanding of problem resolution with critical thinking & problem solving skills

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