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JPMorgan Chase CCB Capacity Planning & Analytics - Head of Persistent Production in Wilmington, Delaware


The Finance and Business Management Capacity Planning and Analytics (CP&A) team provides support to the CCB Operations, Back Office and Retail Branch Line of Businesses on a variety of functions, including Forecasting Demand and Supply, Capacity Planning, Workforce Data and Analytics, Automation and Optimization. Current processes are overly manual, labor intensive due to outdated technology, service approach, and poor access to quality-level data. This has led to inefficiencies and an inability to reduce ad hoc debt.

The future state is to adopt an Agile/ Product-based operating model and realign our structure, processes, technology, data and client engagement standards. Success is predicated on significant changes across how we are aligned, measured, tools we use, how we interact and how we focus on delivering value.

Job Description

The role of the CP&A Production Executive Director will be to oversee the integration and production of newly created and revised, as well as existing, persistent analytic products for CP&A's Ops, Back Office and Retail Branch clients. These products are produced yearly, quarterly, monthly, weekly, daily, intraday and up to near real time. This role will work with our clients, peers, and service partners to help design and build, plan, integrate and rollout new and redesigned persistent analytic products. This role will be strongly focused on revising existing production processes eliminate waste, revise workflows, automate where possible and infuse the production process with updated distribution technologies.

Key Responsibilities

  • Oversee the production of all CP&A analytic products across CCB Ops, Back Office and Branch clients. Plan, create, develop, implement, and supervise production and distribution

  • Create solutions, plan production, and deploy solutions. Create standardized evaluation and deployment playbook

  • Modify current production processes and client engagement protocols. Establish deployment readiness stages

  • Determine process capabilities, plan future process changes

  • Document production processes, create, validate and audit production risk and controls

  • Continuously study alternative production/ processes inside and outside of banking industry. Stay up to date on industry norms, best practices and potentially disruptive technology

  • Develop production plans for new production items, production dependencies, risks, resource requirements, data requirements

  • Create reporting that effectively measures the team's performance, inclusive of client satisfaction, service level performance, product use et al.

  • Manage persistent analytic product inventory, plan resources and technology updates

  • Eliminate production process waste and improve workflow

  • Optimize processes based on conditions. Create strong, repeatable processes, troubleshoot bottlenecks, inadequate resources, and downtimes to create optimal efficiency

  • Manage cost structure and controls

  • Implement quality control processes and report on quality management

  • Continuously evolve production processes to increase efficiency - reduce: manual intervention, steps to complete, dependencies, delays, downtime, data mistrust

  • Set the strategic direction of the team and day-to-day production

  • Work with clients, peers and service partners on production needs

  • Jointly develop with clients, peers and service partners, the process for prioritizing and tracking projects, with a focus on costs and benefits to the end client

  • Develop SLAs for products provided to clients, inclusive of expected processing/ completion times/ quality/ output

Required Skills

  • Excellent business acumen with a client lens

  • Proven track record of delivering projects, complex products and/or new business initiatives

  • Experience with delivering enterprise grade persistent analytics across multiple clients

  • Experience operating in a high performing, complex, matrixed environment

  • Must be a leader that can engage with all levels of the organization, can gain the respect of business heads, the executive management team, peers and associates

  • Must have a collaborative and participative management style. Professionalism, sensitivity, discretion and sound decision-making skills allied with the ability to interact at senior executive level are essential

  • Honesty, integrity, humility and a strong work ethic

  • Must have proven experience of building and leading high performing teams

  • Excellent written and oral communication skills - as well as superior influencing and relationship management skills

  • Aptitude in decision-making and problem-solving

  • Ability to prioritize and multitask well under pressure

  • Strong knowledge of the related regulatory environments

  • Knowledge and experience working with Operations, Branch and Back Office clients

  • Technically savvy. Continuously willing to seek out, identify and evaluate new technologies beyond current knowledge base for potential use

Preferred Skills

  • Experience upgrading historical processes and tools in an analytic production environment for Call Center, Back Office, and Branch operations

  • Ability to work effectively and gain credibility and respect of key partners both inside and outside of the organization

  • Ability to lead and persuade others while positively influencing the outcome of team efforts

  • Powerful communicator who engages colleagues, business partners, external stakeholders, and employees

  • Be known for providing creative thought leadership while also listening and engaging others to provide input in the shaping of that vision

Position Location

Wilmington, DE; Plano, TX; Columbus, OHChase 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