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Technology Demand Management Transformation Lead (Consumer Card)

Req #: 180017438
Location: Wilmington, DE, US
Job Category: Technology
Job Description:
JPMorgan Chase is a top-tier commercial and investment bank with operations around the world. We are market leaders in a variety of businesses and are a recognized source of significant innovation.
About JPMorgan’s Consumer & Community Banking (CCB)
Chase Consumer & Community Banking serves nearly 60 million households 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.
Consumer & Community Banking consists of the following lines of business:
  • Consumer Banking serves customers at 5,200 branches in 23 states, 1600+ ATMs, online, through mobile and by phone.
  • Mortgage Banking serves customers primarily through the branches, as well as by telephone and online. Services mortgage loans with combined balances of $845 billion and offers purchase and refinance solutions to first-time and experienced home buyers.
  • Chase Card Services consists of two businesses: Consumer and Small Business and Commercial Card. The No. 1 credit card issuer in the U.S. based on loans outstanding.
  • Business Banking provides deposit, credit and cash management services to businesses with annual revenue up to $20 million in 23 Chase footprint states.
  • Auto Finance provides auto loans indirectly through a national network of automotive dealers and manufacturer clients, as well as directly to consumers through bank branches and Chase also provides commercial loans and floorplan financing to auto dealers.
  • Chase Commerce Solutions is the global payment processing and merchant acquiring business for JPMorgan Chase & Co. It processed more than $1 trillion in payments in 2016.
Across our CCB lines of business we are proud of the following leadership positions:
  • #1 ATM network 
  • #1 credit card issuer in the U.S.
  • #1 U.S. co-brand credit card issuer
  • #1 in total U.S. credit and debit payments volume
  • #1 most-visited banking portal in the U.S. (
  • #1 rated mobile banking app
  • #2 branch network
  • #2 in mortgage originations & servicing
  • #2 merchant acquirer
  • #3 bank auto lender
Description: We are sourcing a specific role within Chase Card Services for a Director – Demand Management Transformation Lead. The role involves governance and transformation of our internal Demand Intake process. This individual will be responsible for managing a complex technology demand management process that runs across multiple Lines of Business, containing multiple, interrelated projects and programs. They will act as a leader of organizational and operational change, working directly with senior managers to transform the intake process for an organization of over 500 technologists. Proven judgement and decision making ability is a must. The individual will serve as an escalation point for resolving issues for portfolios and across multiple roadmaps.  
Primary Responsibilities:
  • Communicates to and partners with executive leadership across LOBs and the Consumer Card Chief Administrative Officer and his team to deliver across multiple CEO-sponsored books of work.
  • Creates a client centric environment for team and contributors
  • Will face off with CIO’s and CEOs within our Consumer and Community Bank.
  • Create and design organizational processes to be rolled out to our broader organization
  • Influence peoples’ behavior to adopt processes
  • Design and manage new reporting to mitigate data inconsistencies
  • Have a strong background in portfolio management and financial management
  • Detail oriented
Expert in the following:
  • Leadership in large, complex program execution
  • Executive communications
  • Technological, Organizational and/or Operational Change Management
  • Stakeholder Management
  • Partnership and Influence
  • Strategic thinking with respect to industry trends
  • Risk and Controls
  • Waterfall and Agile methodologies
  • Conflict Resolution and Negotiation
  • Benefits Management
  • Budget and Finance Management including Business Case completion
Business Knowledge:
  • Expert in Project Execution Job Family discipline and business analysis skills
  • Participates in setting and driving the business' strategic direction in changing the way we deliver Technology to better meet Business needs
  • Expert understanding of financial control and budget management
  • Knowledge of Global and Line of Business project and program management standards and methods
Expectations & Desired Qualities/Experience:
Business Results
  • Influences the strategic technology roadmap of the firm to enable business goals
Client/Customer Focus
  • Partners closely with and acts as a trusted advisor to stakeholders across the firm in order to influence strategic priorities
  • Establishes meaningful relationships for the benefit of the team to foster alignment and collaboration across the organization
  • Proactively identifies collaboration opportunities across the firm in order to promote solutions at scale
  • Ensures clear and consistent communication channels and cadence with stakeholders
  • Pilots experiments to existing processes that seek improvements
Teamwork and Leadership
  • Supports an environment that identifies opportunities to develop others through mentorship and leading by example
  • Consistently identifies opportunities to increase focus on and improvement of learning activities to benefit employees across the firm
  • Operates with a high level of integrity and promotes a culture that demonstrates these behaviors; challenges and suggests correction when needed
  • Creates a safe environment for experiments and failures in order to learn quickly
Additional: Knowledge of Credit Card processing a plus.
Exempt Status: Exempt
The role is based in Wilmington, DE and involves frequent interactions with cross-CCB and global teams within J.P. Morgan Chase. The successful and qualified candidate will have 10+ years of IT experience in the broader financial services industry. Previous program management and/or resource management experience is preferred.  
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.
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