Collections Manager III at JPMorgan Chase Bank, N.A. in Columbus, Ohio

Job Description:

As the Operational Execution Manager within the Overdraft Collections team, you will have responsibilities that include directly managing a team of Business Analysts as well as influencing and indirectly leading a team of Division Leaders. In addition to indirectly leading the Division Leaders across 2 geographic locations, the role also has the responsibility of driving the performance of the Columbus location and driving LMOS activities for the location. Responsibilities span different disciplines including; driving cross line of business integration efforts, driving multi-site comparisons and improvement, process ownership, Consumer Bank relationship management, and control reporting. This person will be a key member of the Overdraft Collections organization and will ensure proper alignment with the larger Consumer and Community Banking Operations teams.

Key responsibilities for this role will be to lead and manage the following efforts:

People Management:

• Provide direct oversight for both the Columbus and Manila performance and execution with focus on minimizing variability between the groups.
• Lead DL teams in Columbus and Manila to ensure consistent practices and processes are followed as well as leading the LMOS process adherence and engagement activities.
• Participate in recruiting & hiring the top talent DLs and TLs within Overdraft Collections
• Drive ongoing improvements to employee engagement, and develop and execute on strategic initiatives from the Employee Engagement Pulse Polls and Bi-annual global Engagement Surveys
• Serve as direct leadership support to Head of Collections and provide senior leadership to DLs and TLs to optimize skills, knowledge, and a constant readiness for change within the business
• Ensure top talent is hired both from within the organization and externally, with a keen awareness to when each is needed

• Drive production results through reporting and ensure control reports and follow-ups are being appropriately executed across the multiple Operation sites
• Creation and facilitation of monthly Business Reviews
• Leverage metrics by understanding key drivers of performance and ensure consistent usage within the leadership teams
• Conduct ad hoc data analysis to support strategic business initiatives
• Identify gaps in processes and proactively develop control reporting where appropriate

• Integrate larger cross line of business and industry practices regarding customer experience into the Overdraft Collections framework.
• Lead initiatives to drive enhanced customer experience and coordinate activities between the Consumer Bank teams and the CCB Collections Customer Experience teams
• Serve as primary focal for the Branch Administration and the Overdraft Collections interactions
• Leverage Nice Analytics to isolate operational breakages and create enhanced processes to focus on world class customer experience.

Performance Execution:

• Drive performance improvements through enhanced reporting, controls, and monitoring.
• Manage internal capacity planning, attrition, hiring plans, and staffing models
• Ensure reporting is cascaded and utilized consistently across TLs and DLs within sites, with specific focus on ensuring accountability for results
• Drive streamlined integration of new CCB Collections initiatives and ensure consistency of application across LOBs and sites

Project /Change Management:

• Primary owner for all Overdraft related projects or initiatives, serve as internal PMO for all releases and testing and involve key business partners and SME's where appropriate
• Lead Operational development of the new CCB Collections productivity models and provide subject matter expertise on integration into the Overdraft Collections product
• Strategic planning and prioritization -- ensure time spent is linked to strategic priorities within CCB Collections
• Own the operational components of all technology projects and partner with appropriate teams to ensure that projects and system enhancements are scoped appropriately, while engaging subject matter experts from the Operations team as needed.
• Oversight for development and maintenance of department policies and procedures ensuring regular reviews and updates as needed
• Operational coordination for disaster recovery and business resiliency plans
• Create & sustain a change management process with appropriate decision making and approval processes, change tracking, and consistent communication to all staff
• Coordinate corporate and external audit preparations and execution as needed

• Serve as senior leadership point of contact for Overdraft Collections for cross functional initiatives
• Create partnerships across lines of business. Partner with counterparts in other LOB's on CCB Collections initiatives
• Support ad hoc management requests for data, analysis, presentations
• Provide senior administrative coordination for the group including coordinating staff meetings, Town Halls, rewards & recognition programs, employee communications
• Provide support and oversight to Division Leaders and Team Leaders on internal initiatives

Qualifications:

• Bachelor degree in Economics, Business Administration, or similar field along with 7+years of experience in managing large Operational teams required. MS or MBA in similar fields is optimal.

• Ideal candidate will have 5+ years of Collections experience in a large operations environment (90+ FTE) with significant experience in operational execution.

• Prior experience in database management, project management, or finance is preferable

• Strong relationship management, leadership, excellent communication and interpersonal skills with a focus on developing leadership at all levels

• Proactive problem solver that works well independently and as a team player

• Strong business analysis, project management, and planning skills

• Ability to identify issues, work collaboratively to recommend and implement solutions

• Results and client focused with a sense of urgency

• Understanding of Program / Project management disciplines

• Qualitative and quantitative analytical capabilities with a focus on application in an Operations environmentChase 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans