The Mobile, Electronic Commerce and Payments (MEP) team has grown from 50 to 150 employees in just over a year and is responsible for setting and executing on the strategies behind Mobile Banking, Digital Marketing, Social Media, Web/Mobile Payments and Innovation.
The Business Process Redesign Leader will bring Business Process Optimization skills to a variety of critical projects within the MEP Team and across Lines of Business and Functional Partner areas (i.e. CIG, Legal, Compliance, Audit, Risk.) The Leader's initial responsibilities will include:
Working closely with the MEP Leadership Team, Lines of Business Leaders and functional partners (i.e. CIG, Legal, Compliance, Audit, Risk) to design, map and implement business processes which enhance the cross-business Customer Experience.
Assisting in the creation of a cross-business CRM platform by designing and documenting the underlying business process and dependencies; and
Driving the MEP Business Readiness by ensuring that business processes are well documented and CSAs are tracked and dispositioned in a timely and accurate manner.
Over time, it is expected that the Business Process Redesign Leader will assume a larger portfolio and responsibilities as the MEP team and initiatives expand.
The Business Process Redesign Leader will report to the Chief Administrative Officer (CAO) of the MEP Team and will be assigned to work closely with various MEP Leadership Team members on critical projects and processes. Responsibilites include:
Lead optimization of online and offline Customer Experience with Line of Business and Functional partners
Collect and prioritize defect management process
Drive off-line client experience improvement projects
Identify opportunities for, and drive execution on, improvements to the Client Experience in order to minimize the number of issues being escalated to Client Services
Identify cross-platform Data Management & Reporting needs to feed into the platform prioritization process
Document existing and improved business processes for purposes of optimizing the Client Experience, ensuring Audit Readiness and development of a cross-business CRM platform.
Success in this position will be measured by the Leader's ability to help identify and drive Customer Experience improvements across Lines of Business in support of the One Chase initiative.
Strong customer- and field-centric mindset...passion for "playing to win"
Superior cross-business and cross-functional collaboration and team skills…willingness to contribute thought leadership and execute on others' ideas
Outstanding knowledge of technical aspects of bank platforms and products...ability to sell value to clients
Superb execution skills...ability to drive completion of high-quality, on-time projects across multiple clients, functions and lines of business
Excellent thought leadership and ability to frame product development opportunities and a strategic platform roadmap
Strong creativity and ability to frame and communicate highly-detailed information to external and internal customers
Ability to build a highly-effective extended team that is customer- and field-centric in its approach and innovation
Strong Project Management skills…ability to prioritize and execute on multiple, simultaneous, complex priorities
Ability to frame and communicate data-driven results and recommendations…a data-driven leader
Strong ability to communicate results to clients, senior leadership team, salespeople and colleagues throughout the organization
Ability to energize self and others toward passionate and superb execution.
Extensive experience in building and executing high-performing Client Experience improvement organizations
Experience in documenting core business processes underlying a cross-business CRM strongly preferred.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V
US-AZ-Phoenix-Sky Harbor Operations Center / 52738
US-OH-Columbus-1000 Polaris / 58421, US-CA-San Francisco-600 Harrison / 58150
Corporate Human Resources
Yes, 25% of the time
JPMorgan Chase - 2 years ago
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