Job Description – Executive Director – Service & Sales Evolution – CWM Operations Strategy & Planning
Wealth Management Operations supports the JPMorgan Private Bank and Chase Wealth Management in JP Morgan’s Asset Wealth Management line of business.
The Private Bank is the world’s premier service provider for ultra and high net worth individuals. Our goal is to help these affluent individuals across the globe optimize their wealth, after taxes and across generations. Wealth Management Operations provides end-to-end support for all aspects of the client experience, working closely with client service, fiduciary, product specialty groups, third party vendors and other internal groups.
Chase Wealth Management encompasses our Chase Private Client (CPC) and Chase Investment Services businesses. Through a dedicated team of a banker and J.P. Morgan Advisor, Chase Private Client brings our affluent clients concierge banking from Chase and access to the investment expertise from J.P. Morgan. Chase Investment Services provides investment solutions to a broad range of Chase customers through Chase Investment Advisors. The J.P. Morgan Securities Client Service Center’s mission is to create a great client experience and help individuals across all 50 U.S states to save and invest wisely. The group works in a team environment to assist clients with service over the telephone and serves as experts on our online platform, such as Chase.com
The Chase Wealth Management (CWM) Operations strategy and planning team is seeking a highly talented senior professional to develop the CWM Operations Service and Sales Evolution strategy. This senior role will lead a dedicated team to execute strategic growth and evolution initiatives for Chase Wealth Management Operations.
Development of this strategy will run our business and also drive potential international alignment opportunities.
This role requires a results-focused, visionary, influential and process-disciplined leader to deliver against an extensive future-state roadmap. This person will maintain a strategic and innovative mindset to deliver against the future-state vision while collaborating across a diverse set of stakeholders, managing relationships with and presenting regularly to CWM & CCB senior executives.
Lead the end-to-end planning, development and execution of CWM Operations Service and Sales Evolution strategic vision
Think strategically and tactically, to design and implement deliverables, with the flexibility to adjust to new innovations, regulations and priorities
Implement resource, governance and organization structure to deliver the transformational initiatives
Maintain competitive knowledge to create and adjust Service and Sales strategies as needed in the competitive landscape
Lead cross functional area efforts to align potential international opportunities
Drives Technology design capabilities to ensure CWM Ops requirements and selection match needed functionality
Operationalize the delivery of client experience and segmentation strategies across CWM service, sales & support teams across CWM operations
Build Omni-channel execution model for client interaction, sales and servicing with the CWM Operations business model (email, social media, text, phone)
Management of Technology implementation team to ensure the buildout of these tool sets are prioritized and completed correctly, reporting and necessary items are aligned to it, also responsible for the successful delivery of these items to our teams (i.e. UAT, conduct post mortem analysis after feature/release implementation, etc.)
Development of business design team to drive adoption and utilization of proper tool sets for our servicing, sales, and support teams across CWM Operations and tracking of industry trends
Collaborate with other team members across the Wealth Management Operations and key stakeholders so that strategy, messaging, branding and execution are consistent and coordinated
10+ years of experience with process innovation, design, and technology with proven success delivering complex, large scale initiatives
Must have 10 years of experience designing and successfully leading large scale operational change
management programs; experience within large Financial Services firms preferred An outstanding ability to apply quantitative analytical approaches, communicate effectively and confidently (both oral and written).
Proven organizational and multi-tasking ability and ease working within tight deadlines while maintaining a calm, professional personable demeanour
Exceptional leadership and influencing skills, with the ability to collaborate across a highly matrixed organization with ability to interact, influence and persuade across a variety of business leaders
Demonstrated ability attract, motivate and lead talented professionals to deliver outstanding results; success leading and influencing cross-functional teams
Strong passion for growing engaged customers and deep understanding of business drivers
Strong interpersonal skills and demonstrated success in building collaborative relationships with ability to influence the development and execution of key operational strategies and projects
Strong, proactive communication skills and executive presentation skills
LOCATION: Dallas (preferred) or Chicago
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