Performance Consulting is a dedicated internal consulting group that is highly visible and a critical component of our transformation. The team partners with senior business and functional leaders to re-engineer core components of our business, from diagnostic work and designing innovative, streamlined ways of working, to piloting solutions for further scaled execution. We are the driving force behind transformative business strategies that propel the entire organization towards unparalleled operational excellence. Our mission is to redefine industry standards by optimizing end-to-end processes, elevating the customer experience, and fostering a vibrant culture of continuous improvement. By enhancing employee engagement, mitigating risks, and delivering substantial financial benefits, we are committed to shaping a future where innovation and excellence are at the heart of everything we do.
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Job Summary
As a Process Improvement Manager within JPMorgan Chase, you will be at the forefront of our business transformation journey, playing a crucial role in reshaping organizational strategy and operating models. Your expertise in business and digital transformation, robotic process automation (RPA), and artificial intelligence tools will be instrumental in driving innovative solutions that redefine how we operate. You will collaborate with senior leaders to map, simplify, and document processes, reducing manual touchpoints and enhancing operational efficiency. Your work will be pivotal in transforming our business, requiring you to exercise initiative and judgment to resolve short-term challenges and propose strategic improvements. You will analyze data, craft compelling narratives to communicate complex ideas, and lead diverse teams to achieve common goals.
Your ability to innovate, adapt to change, and manage tasks effectively will be essential in driving service-delivery improvement and achieving our departmental objectives, ultimately propelling the firm toward a state of operational excellence.
Job responsibilities
- Lead the development and implementation of process improvement initiatives, utilizing advanced data analytics to identify operational inefficiencies, providing impactful recommendations and coaching to client teams as they implement recommendations.
- Utilize storytelling skills to effectively communicate complex process improvement strategies and changes to diverse stakeholders, influencing decision-making and fostering understanding.
- Collaborate with LOBs and IT teams to evaluate existing technology ecosystems to identify/optimize platforms and tools that align with business objectives and drive digital transformation.
- Leverage AI, LLM (Large Language Models), and NLP (Natural Language Processing) tools to aid in providing actionable insights and innovative solutions to complex business challenges
- Oversee the end-to-end change management process, from strategic communications to lasting stakeholder impact mitigation, ensuring alignment with organizational goals.
- Build deep, trust-based advisory relationships with key client stakeholders and senior leaders, ensuring their satisfaction throughout the engagement.
- Analyze large quantities of data, apply a range of analytical tools, synthesize insights, and support the development of strategic solutions
- Lead one or more client projects, including managing multiple associates across several workstreams and developing team members both formally and informally, including serving as a mentor.
- Collaborate with your team to build hypothesis sets, analyses, and roadmaps for solutions.
- Manage ambiguity of requests by structuring and scoping complex problems, analyze large quantities of information, apply a range of analytical tools, synthesize insights, and develop strategic and tactical solutions
Required qualifications, capabilities, and skills
- 7+ years of experience in developing and implementing process improvement or re-engineering programs, with a focus on operational efficiency and risk reduction.
- Bachelor's degree from an accredited institution
- Advanced proficiency in data analytics, with a demonstrated ability to interpret models and make inferences from data to drive continuous improvement.
- Proven experience in managing diverse teams, with a focus on fostering an inclusive environment and coordinating work across different parts of a department.
- Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems.
- Demonstrated ability in leading end-to-end change management processes, including strategic communications, influencing others, and mitigating stakeholder impact.
- Self-motivated and executes deliverables with speed and precision
- An dedicated learner with a strong commitment to skill development and a genuine curiosity for acquiring new knowledge.
- Ability to travel up to 10%
Preferred qualifications, capabilities, and skills
- 10+ years work experience, including management consulting experience
- Foster cross-functional collaboration to identify and implement process improvement opportunities across departments.
- Drive innovation by developing and applying creative solutions to enhance process efficiency and effectiveness.
- Utilize systems thinking to analyze complex processes and identify areas for optimization and integration.
- Use agile methodologies to iteratively develop and refine process improvements, ensuring flexibility and responsiveness to change.
- Exposure to Tableau, Alteryx, or similar systems
- Project Management experience
ABOUT US
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.