JPMorgan Chase Business Systems Manager - COAL in Westerville, Ohio

Court Orders & Levies is part of the Regulatory Control Operations group in the Operational Readiness & Development function of CCB Operations. Court Orders & Levies (COAL) processes incoming asset based orders served on JPMorgan Chase by courts and agencies seeking customer funds or assets as resolution to outstanding debt or other obligations. COAL operates in Westerville Ohio, San Antonio Texas, and Bengaluru India.

The Court Order & Levies Business Systems Manager is responsible as the primary interface between the COAL operating organization and the technology teams who support the unit’s platforms. These systems include the Pega based COAL application, Input Accel/Captiva, Document Tracking System (DTS), and several other ancillary tools. This role is responsible for the full range of activities necessary to insure that the current and future state of COAL operating platforms are production ready. Managing a small staff of analysts, this manager partners with technology support in the discovery & resolution of production breaks, works side by side with the operation and project support teams to create plans for platform investment projects, orchestrates all platform change testing, preparation, and post install validation, and serves as the subject matter expert for all support issues raised from the operation.

The successful candidate will:

  • Execute with timeliness and precision; maniacally attend to details

  • Adapt to changing needs and deadlines; remain calm under pressure.

  • Evaluate and analyze data from multiple sources in a fast-paced environment.

  • Consistently lead by example and effectively coach employees in a positive manner for improved results.

  • Possess exceptional communication and personal skills to clearly convey information, adjusting style to the intended audience.

  • Be a focused advocate/influence for customer experience.


  • Attend to all technology needs of the operation including core Pega-based platform and all ancillary tools

  • Lead efforts to develop best practices, establish technical standards, incorporate efficiency principles, identify tactical and strategic opportunities

  • Develop system and application road maps required to support evolving business and operating models

  • Collaborate with IT teams to design and implement new solutions,maximize operating efficiencies and reduce cost

  • Manage all application testing, preparation for installation and post install validation

  • Communication of system/tool change to the operation / business users

  • Monitor platform functional operation to assure compliance with all regulatory and internal policy and procedure.

  • Manage COAL LOB Support function; attending to all incoming issues – discovery, research, prioritization, and resolution

  • Coordination of all system/tool issues – P1’s and the like; interface with PAC, ROCC, GTI & support teams

  • Develop & maintain an environment of controlled process and proactive risk inspection.


  • Minimum 5 years in business systems and process engineering

  • Minimum 5 years operations management & people leadership experience

  • Knowledge of court orders or similar legal processing function

  • Strong understanding of application development process

  • Significant experience in development of business requirements & two way translation

  • Extensive experience in preparation of code; user and systems testing, script development

  • Demonstrated experience managing introduction of platform change in operational spaces

  • Demonstrated abilities around analytical thinking, planning and execution

  • Organizational and leadership skills

  • Exceptional verbal and written communication skills – vertically & horizontally

  • Ability to operate effectively in an environment that involves constant change, significant level of multiple concurrent priorities, application of balance between customer experience and risk/control, complex regulatory jurisdictions

  • Relationship development and ability to influence with internal partners

  • Bachelor's degree required, advanced degree beneficial

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