Acquisitions Customer Experience, Controls & Vendor Management
Status:Full Time, Employee
Job Ref Code:110093539
Job Location:Wilmington, DE 19801
About JPMorgan Chase:
JPMorgan Chase Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries. The Firm is a leader in investment banking, financial services for consumers, small-business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. The headquarters for JPMorgan Chase is located in New York. J.P. Morgan Chase Co. has six lines of business:
- Asset Management
- Card Services
- Commercial Banking
- Investment Bank
- Consumer and Business Services
- Treasury Securities Services
JPMorgan Chase holds leading positions in most major categories it competes in across its peer group. JPMorgan Chase reported full-year 2010 earnings of $17.4 billion on revenue of $104.8 billion.
The firm continues to successfully navigate through the intense credit and capital markets turbulence, protecting the company and capitalizing on any opportunities that present themselves. The firm has a history of showing leadership during times of financial crisis and will continue to build on that legacy.
Culture:
JPMorgan Chase is committed to building vibrant communities, preserving the environment and promoting an inclusive culture that benefits its shareholders, customers, employees, neighbors and future generations. The firm does this in multiple ways, ranging from charitable giving and diversity initiatives to the promotion of economic opportunity and development. The organization strives to be fair and ethical in business practices and has a strong set of principles that guides our actions and informs decisions. The firm is helping to protect the environment and works at deep community involvement. A select few awards include:
- Most Admired Companies by FORTUNE magazine
- Most Respected Companies by Barron's magazine
- Top 50 Companies for Diversity, Diversity Inc magazine
- Top Companies for Executive Women by National Association for Female Executives (NAFE)
- 100% rating on the Corporate Equality Index, measuring treatment of gay, lesbian, bisexual and transgender employees and customers
About Chase Card Services:
Chase Card Services is a key contributor to the JPMorgan Chase product platform, playing an integral role in the firm's powerful banking franchise. Today's card industry is complex, and Chase Card Services has almost 91 million open credit-card accounts and more than $137 billion in managed loans. Customers used Chase cards to meet more than $313 billion worth of their spending needs in 2010.
Chase continues to innovate launching new products and services, such as Blueprint, Chase Sapphire and Ink from Chase, and earning a market leadership position in building loyalty and reward programs. Chase also offers credit card programs with many of the world's best brands. Through its merchant acquiring business, Chase Paymentech Solutions, Chase is one of the leading processors of credit card payments.
Overview of the Role
The Acquisitions Customer Experience, Controls Vendor Management Senior Manager will be responsible for the driving ongoing improvement across all acquisitions touchpoints and cross-channel processes within Card Services.
This leader and their team will work closely with all areas of Channel Marketing, Strategic Business Units, Marketing Services, Risk Management, Consumer Practices, Corporate Governance functions (Audit, Legal Compliance), Acxiom and other external vendors to identify opportunities for enhancing and transforming our customer experience, business process and control environment. The team will be responsible for working across diverse and cross-functional organizations to identify solutions, develop plans, and drive continuous improvement through participation and/or ownership of key projects, self assessment, vendor management, and root cause analysis along with ongoing process review and control testing.
Key Responsibilities
This team will have overall process ownership and accountability for the organization's goals and objectives with respect to the Customer Experience, Quality and Controls and partner with the leadership across the Channel Marketing, the Business Units and Marketing Services. Responsibilities includes: 1) leading cross-functional change to improve Card acquisitions processes, capabilities and controls, resulting in a significantly improved customer experience that is aligned with Business Unit objectives; 2) Control Self-Asessment and ongoing management of related governance functions for Channel Marketing to ensure consistency and adoption of best practices; 3) Overall ownership of Card Services Prospect Database and Acxiom relationship; 4) Partnering with Marketing Services Event Management (ISTAR) team to identify root causes, trends and strategies for elimination; 5) Corporate and External Audits across all functions within Channel Marketing and serve as the primary liaison for internal Auditors and Compliance as well as external regulators; 6) Ability to understand business drivers and provide both strategic and tactical input for key business decisions within Channel Marketing.
The ideal candidate for this role has a broad range of experience that includes marketing, operations, quality management, corporate audit and legal/compliance knowledge with proven organizational development and influence/negotiation skills.
Experience Required:
- 10+ years related experience in an Operations, Marketing, Quality, Operational Risk, Vendor Management, and/or Compliance functions with a BS/BA degree; Masters degree a plus
- Proven results with regard to driving improved customer experience and quality through implementation of strong controls, process reengineering, best practices and self-assessment frameworks
- Experience with direct marketing, execution, campaign management across channels (Online, Direct Mail, Retail Branch, Onsite/Media)
- Demonstrated knowledge of applied quality and audit techniques and best practices
- Strong Project/Program management skills and ability to execute across complex, matrixed environments
Core Competencies/Skills:
- Developing people and leading high performance teams
- Strong coaching, influencing, negotiation relationship skills
- Demonstrated ability to influence without authority and drive measurable outcomes
- Exceptional analytical, process reengineering and problem solving skills
- Possesses both cross-functional business and technical acumen
- Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries
Leadership Skills:
- Pro-active, positive attitude, self starter approach
- Ability to plan and execute in a timely manner with an appropriate sense of urgency
- Articulate a vision and motivate teams to work together to achieve tactical and strategic outcomes; motivating leader with a strong desire to transform organizations and processes
- Advanced presentation skills, both written and verbal, with ability to communicate project status to executive/senior management (communications and status reports are tailored to audience with the right frequency and level of detail).
- Ability to express ideas in a confident, clear and compelling way
Strong interpersonal skills:
- Heavy client interaction across many functions (Marketing, Operations, Technology, Risk, Legal/Compliance, Audit) along with external regulators as appropriate (OCC, CFPB)
- Relentless focus on the customer experience
- Ability to collaborate and partner effectively with others
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.