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Program Management Lead - Commercial Bank Technology

Req #: 180034017
Location: Plano, TX, US
Job Category: Technology
Job Description:
Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. Our Commercial Bankers serve these clients by operating in 14 of the 15 top U.S. major markets. Our professionals' industry knowledge and experience combined with our dedicated service model, comprehensive solutions, and local expertise to make us the #1 commercial bank in our retail branch footprint.
The Vendor Relationship and Delivery Manager is responsible for synchronization across Commercial Banks (CB) Sub-LOB's, Control Officers, and Third Party Organization, while providing direct oversight over multiple Third Party Providers that deliver services within CB. In addition, the role would provide support to Business Strategy and Analytics Controls across the Cyber Security and Technology Controls organization.


  • Business Banking, Control, Legal, Compliance, TPO and Third Party Risk Management (TPRM) teams in order to ensure the appropriate level of oversight is in place and the vendors are meeting business and contractual requirements.
  • Promote teamwork and leadership behaviors within the Commercial Bank and Cyber and Technology Controls organization.
Vendor Management Operational Oversight:
  • Business Oversight: Expected to be a subject matter expert for Third Party provided services. Oversee vendor activities and bridges the relationship between the third party and Chase. Includes ongoing dialogue and communication with the vendors and Business through regular meetings, emails, telephone calls and formal vendor communications and notifications.
  • Issue Management: Monitor Vendor relationship in order to mitigate potential risks before they occur and/or address issues as they occur.
  • Resiliency: Set, assess and manage expectations with third party for business resiliency and disaster recovery to support Chase services. Document internal preparedness in order to mitigate Chase impacts during events impacting third party service.
  • Complaints: Demonstrate commitment to stakeholder satisfaction and applying best in class business practices while mitigating reputational risk.
Contractual Vendor Oversight:
  • Contracts: Facilitate and ensure fully executed, current Contract, Schedule(s) and/or Amendments are on file with Sourcing. To include measureable SLAs (including quality) and the expectation the metrics will be provided and reviewed monthly, incentives/penalties, pricing schedules etc. Ensure all services currently provided are covered.
  • Financial Viability: Ensure Third Party Providers are financially sound in order to minimize risk.
  • Performance Monitoring: Overarching continuous management of Master Services Agreement (Schedules) and all of its parts. Validation and processing of Vendor invoices against performance and contract.
  • Other financial monitoring: To ensure financial aspects of the contract are correctly fulfilled.
Vendor Oversight TPO Lifecycle
  • On-Boarding: Initiate and complete all On-boarding activities as required by TPO ensuring overall business benefit outweighs outsourcing risk.
  •  Assessments: Onsite Representation of Chase and our culture of Controls/Risk Management from pre-assessment through remediation plan (RP) closure.
  • Remediation Plans (RP): Understand the context of the remediation plan and any risk involved. Manage completion of the remediation plan and the risk exposure to the firm.
  • Scorecard Performance: Comprehensive representation of vendors' monthly performance against contractual obligations and LOB determined service level agreements (SLA).
  • Disengagements: Initiate and complete Disengagement.
Business Strategy and Analytics Controls:
  • Foster the maturity of processes for identifying, analyzing, and actively managing the CB Cyber and Technology Controls portfolio.
  • Effectively create, maintain, and communicate operational metrics along with status of key security and control disciplines.
  • Identify areas of underutilized products/services within the current environment and institute the appropriate measures for optimal usage.
  • Minimum 5 years related business experience, with TPO / Vendor Management experience and / or Subject Matter Expertise preferred.
  • Program and project management skills, including written and verbal presentation skills to a wide variety of senior managers across an organization.
  • Stakeholder engagement skills, including ability to interact with middle/senior management.
  • Ability to develop and lead initiatives in a cross line of business technology organization, build rapport, and garner respect in a collaborative cross-cultural environment.
  • Proactive approach to problem solving and issues management.
  • Analytical skills and experience building metric based solutions.
  • Advanced ability to process and analyze data using Excel, MS Access and other tools.
  • Proven ability to identify, document, and implement best practices within a centralized team and across a global environment.
  • Bachelor's degree or equivalent work experience
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