Operations Director
JPMorgan Chase - Columbus, OH

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Job Description

Chase is a leader in the financial services industry, providing banking, mortgages, credit cards, loans, payment processing and investment services to 50 million customers - 1 out of every 6 Americans. As a division of JPMorgan Chase & Co. (NYSE: JPM), we:

serve 21 million households with consumer banking relationships

lent $17 billion to small businesses in 2011

are one of the nation's largest credit card issuers, with more than 64 million credit cards in circulation

service 8 million mortgage and home equity loans

While we operate across a broad range of businesses, our mission at Chase is quite simple: to be the industry leader in customer service. Our employees put the firm's resources to work every day for our customers.

Chase offers a dynamic environment and the training and support to meet your full potential. Our company is widely recognized as a great place to work, to grow and to invest for the future. Join our team.

Job Description:
The Operations Director will lead the Collections and Recovery team responsible for minimizing overdraft deposit losses for the Consumer and Business Banks while delivering outstanding customer service. The team consists of approximately 450 associates located in Columbus, Ohio and Manila, Philippines

The leader of this organization also plays a leadership role on Chase's cross line of business Collections and Recovery Working Group that is chartered with defining and implementing best practices across the Consumer businesses.

JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services. Our employees embrace our values of Integrity, Collaboration, Service, Ownership, and Innovation. The successful candidate will:

Evaluate and analyze data from multiple sources in a fast-paced environment.

Consistently lead staff by example, and effectively coach employees in a positive manner for improved results.

Have amazing communication and personal skills.

Be focused on the customer and the organization's business goals and profitability.

Key Responsibilities:
Management of inbound and outbound call center operations to contact customers to cure overdrawn DDA accounts with a focus on providing an outstanding customer experience and meet all regulatory requirements

Define customer contact strategies to reduce account charge offs and increase recoveries in an efficient manner in partnership with Risk Management and other support organizations

Play a leadership role in the cross line of business Collections and Recovery Working Group. The Working Group is currently focusing on five areas:

Collections Strategies

Multi-channel Collections

Recovery Optimization

MIS & IT Support Functions

People Management

Ensure a stable operating environment in partnership with IT and other support organizations. Partnership with IT also spans execution of technology initiatives to further enhance the operating environment towards continuous improvement

Create an employee experience where employees love their jobs and are proud to work for Chase

Run the business with discipline and strong controls to grow profitably


7-10 plus years experience with Collections / Recovery Operations management

BS or MBA preferred

Proven communication skills to work cross-organizationally to influence others, drive results/change and implement projects/processes

Strong strategic, analytical and quantitative capabilities

Demonstrated ability to solve complex problems

Ability to thrive in a dynamic and fast paced environment

Project Management Skills: well-organized, structured approach; ability to achieve tight timelines on complex deliverables.

Ability to manage and prioritize projects across group

Proven record in business innovation and delivering results

JPMorgan Chase is an equal opportunity and affirmative action employer M/F/D/V.



Primary Location

US-OH-Columbus-1000 Polaris / 58421


Retail Financial Services



Job Type



Day Job

Employee Status


Corporate Brand


JPMorgan Chase - 23 months ago - save job
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At JPMorgan Chase, the work we do matters. All of us are committed to putting our resources and our voices to work every day for our...