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Director, Operations Manager, Policy Review Expert

Req #: 170114153
Location: Jacksonville, FL, US
Job Category: Real Estate Finance
Job Description:
About Chase
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to
Position Overview:
This Operations Manager will help drive the Consumer Fulfilment customer obsession transformation by working closely with the functional leaders and key stakeholders in Risk, Controls, and Policy establishing a framework to refine and implement policy changes that will improve both the employee and customer experience.   Key areas of focus will include the ability to simplify and improve the customer experience; increase digital capabilities while deepening the relationship with the customer in a controlled manner; and accelerating innovation aligned with self-service strategy.  These critical initiatives will require looking at the end-to-end process, standards through the risk and controls infrastructure.
  • Own day-to-day project management and delivery of entire engagement with impactful recommendations while providing coaching to functional teams
  • Proactively identify major issues and actionable opportunities associated with current policies, design solutions,  quantify both customer and financial impacts
  • Work with team to develop plans to test / evaluate strategies and insights which could span process improvement, organizational change, and functional strategy efforts
  • Advise and influence senior leaders and business executives on key business decisions and major change initiatives
  • Develop deep trust-based advisor relationships with key stakeholders



  • MBA or an advanced degree in Finance or Accounting
  • Minimum of 7 to 10 years in the mortgage industry and /or regulatory experience preferred
  • Prior experience in Risk, Controls, Underwriting or leading Customer Experience is highly desirable
  • Experience in managing resources in direct and matrix environments
  • Ability to successfully interact with senior level management and to partner at all levels across a large/complex organization
  • Excellent time management skills with the ability to effectively prioritize and manage multiple projects, tasks, and resources
  • Strong interpersonal, verbal and written communication skills; ability to influence others
  • Strong client management and executive-level communication skills
  • Ability to structure and scope complex problems and apply a range of analytical tools to develop solutions
  • Self-motivated, intellectually curious individual – has the courage to challenge existing processes and offer suggestions for improvements.
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