JPMorgan Chase Consumer & Community Banking Customer Experience Compliance Executive Director in Tampa, Florida

JPMorgan Chase & Co . (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at at .

The Compliance Department of JPMorgan Chase & Co ensures the development and maintenance of a strong compliance culture by working closely with the business, legal, risk, and audit functions to provide expertise on regulatory compliance matters.

The primary role of the Customer Experience (CE) program within CCB is to provide a framework to address the risks associated with Complaints, Marketing, Social Media and Electronic Communications (“subject matter”) in a consistent manner, across all locations. The framework, in general, includes providing thought leadership on the subject matter, establishing and maintaining an efficient and effective governance structure, overseeing and advising on risk mitigation activities, establishing and overseeing escalation protocols.

In addition, specific subject matter related activities will include overseeing the overall strategy and tracking tactical compliance related practices as follows:

  • Overseeing, tracking and reporting on the effectiveness of the governance and oversight activities

  • Policy and procedure review and management

  • Driving awareness and implementation of regulatory changes, including overseeing, tracking and reporting on significant changes

  • Overseeing and guiding the compliance risks assessment and related activities, with emphasis on tracking and reporting of significant risks and related metrics, risk triggers and flash notifications

  • Managing and steering the monitoring activities and testing activities

  • Managing and steering the training activities and awareness activities

  • Overseeing and managing the issue management activities

This position partners closely with CCB Compliance Practices team, LOB and Sub-LOB Compliance Officers and Compliance Risk Program owners, offering exposure to senior Compliance officers within CCB Compliance and Global Compliance.

The position is primarily responsible for three Compliance Programs, namely (1) CE Compliance Practices; (2) Global Compliance Risk Program for Customer Experience and (3) CCB E-Chat Supplement Owner (and its associated compliance program). The position also has people leadership responsibilities for three Compliance vice presidents.

Job Responsibilities include but are not limited to:

  • Manage the Compliance Practices and align to Customer Experience Goals and Objectives for the subject matter

  • Understand the CE Compliance program, including the underlying compliance practices and subject matter nuances in various LOBs, and drive the execution of the program

  • Be a subject matter expert on the requirements, expectations and best practices for the compliance program to facilitate a consistent and cohesive approach across all locations

  • Execute continues process analysis and maintain process documentation to demonstrate the interaction of people, systems and data, with particular focus on risk drivers and risk mitigation activities related to the subject matter

  • Evaluate the key risk drivers associated to the subject matter and provide guidance to all locations, to ensure these key risk drivers are considered as part of the Compliance Risk Assessment and risk mitigation activities are managed in accordance with compliance expectations

  • Drive and execute oversight and tracking of all compliance practices and associated subject matter for the program. Be able to analyze and report on inconsistencies identified and outline action plans to drive consistent practices and risk mitigation for CE

  • Oversee a team of compliance professionals and assume a leadership role in partnering with stakeholders to achieve the objectives of the compliance program and the goals associated with CE program

  • Establish effective partnerships with stakeholders to ensure effective communication, scheduling and prioritization of compliance deliverables

  • Effective project management and timely reporting of the CE Compliance program and subject matter

  • Manage independent analysis of data and processes, and compile strategic and tactical action plans based on the conclusions

  • Ability to aggregate compliance program data to identify gaps and areas of opportunity to strengthen the effectiveness of the program and its risk mitigation objectives

  • Strong analytical, research and problem solving skills, with the ability to analyze large amounts of data to draw accurate conclusions

  • Complete and summarize data analyses, to include several alternative data sources and running scripts and macros to enrich internal data to be used for management and reporting

  • Aggregate data across LOBs and sub-LOBs to develop metrics and determine if there are potential xLOB issues or risk triggers that need to be escalated and addressed

  • Effectuate change through collaboration, executive level reporting, and data analysis

  • Monitor compliance program related data to identify trends or concerns. Summarize and communicate trends or concerns to appropriate leadership team for additional discussion or analysis, including proactive solution recommendation

  • Produce executive level reporting, including write-ups, summaries and presentations to be shared with compliance officers, stakeholders and regulators, with limited direction.


  • Regulatory compliance knowledge relevant to subject matter laws and regulations, including proven ability to apply this knowledge to business practices, systems, and identify and assess compliance risk

  • Knowledge of, or a demonstrated willingness to obtain a working knowledge of regulations impacting the subject matter

  • Certified Regulatory Compliance Manager (CRCM) or equivalent professional certification would be a plus

  • Proficiency in policy management and analysis, as well as associated regulatory compliance analysis

  • Risk, Regulatory, Compliance, Legal or Audit experience (10+ years) within Financial Services Industry preferred

  • Superior proficiency in Microsoft applications, especially Excel and Powerpoint; experience in creating management information, metrics, senior management reporting and perform data mining and analysis

  • Able to strategically assess processes, make recommendations for process improvements and process metrics, and act on recommendations and metrics to further develop and strengthen the compliance program

  • Excellent interpersonal, communication, negotiation and written communication skills to collaborate effectively with colleagues

  • Demonstrable ability to be highly organized with excellent attention to detail; proven presentation skills in presenting and reporting complex issues to senior management and the ability to operate independently with minimal direction, effectively prioritizing and managing activities driven by deadlines in a fast paced environment

  • Flexible, solutions-oriented decision maker who actively engages in challenging discussions to drive change and is able to think creatively to address business objectives through efficient tactical actions

  • Demonstrates the ability to review peer’s work while independently completing own reviews with minimal direction

  • Understands the Regulators' and Auditors’ expectations, including the Exam/Audit process and Compliance's role

  • Experience in driving results either through working within or leading a team in a flexible and proactive manner towards achieving defined objectives within established timeframes

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