Business Analysis Manager - Issue Resolution and Operations

Business Analysis Manager - Vice President

Issue Resolution Management Leader – Business Analysis Manager Embark on a rewarding and challenging career as an Issue Resolution Management Leader - Business Analysis Manager with our dynamic team. You'll have the opportunity to make a significant impact by leading a team that supports process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

 

As a Business Analysis Manager in the Service and Lending Operations Issue Resolution team, you will support Consumer and Community Banking Operations Customer Service & Card Lending teams– with a focus on Retail and Card Service digital and written service channels. You will be responsible for leading a diverse team of business subject matter experts, fostering cross-functional collaboration and ensuring issues are identified and resolved. Your knowledge of operations and ability to think strategically and drive innovative change across the organizations we support is crucial in achieving our common goals. This role requires strong leadership, strategic thinking, the ability to influence and implement creative solutions to complex business challenges. 

Job Responsibilities

• Provide leadership and guidance to team members, ensuring effective execution of issue resolution, control gap identification, and action plan completion
• Partner with colleagues, stakeholders, other support functions and control community members to evaluate the control environment and develop recommendations to strengthen internal controls
• Drive innovative change by reviewing and recommending new methods and procedures that act as catalysts to improve operational efficiency and strengthen the control environment, including professionally challenging the status quo
• Develop and execute project plans and approaches to monitor open issues on an ongoing basis, evaluate progress, and escalate concerns to senior leadership for effective resolution
• Monitor operational controls and exception-related data to recognize patterns and trends with risk and control implications, supporting data-driven decision-making

Required qualifications, Capabilities, and Skills

• Must have experience with Retail and/or Card products and services
• Previous leadership experience managing teams of subject matter experts (SMEs) or similar support/strategy teams
• Ability to manage a diverse set of requests, issues, and process improvements by driving execution of deliverables and monitoring timelines
• Strong strategic thinking skills, ability to develop and implement creative solutions to complex business challenges, drive change, and professionally challenge the status quo
• Effective communication skills, including the ability to design and deliver presentations to senior management and business stakeholders.
• Demonstrated relationship building and influence skills, with the ability to build strong partnerships and influence stakeholders across teams (Key partners: CCB Operations Risk & Controls, Retail and Card Service leadership, Product and Program, Service Strategy).
• Analytical skills: Ability to systematically assess, interpret, and use data/facts to solve problems, support decision-making, and evaluate potential scenarios for risk.
• Capability to leverage artificial intelligence and innovation tools to enhance data analysis, uncover business trends, and provide actionable insights for strategic decision-making
• Experience applying risk and control management practices to prevent or reduce risk, including raising issues to relevant stakeholders or leadership, following escalation procedures, and incorporating risk assessment results
• Ability to organize and evaluate various aspects of a situation or environment to identify key or underlying information, draw conclusions, and influence decision making.
• Proficiency in implementing automation solutions to streamline business processes and improve operational efficiency.

Preferred qualifications, capabilities, and skills 

• Experience with or leading non phones back office or written service team
• Capability to leverage artificial intelligence and innovation tools to enhance data analysis, uncover business trends, and provide actionable insights for strategic decision-making
• Experience applying risk and control management practices to prevent or reduce risk, including raising issues to relevant stakeholders or leadership, following escalation procedures, and incorporating risk assessment results
• Ability to organize and evaluate various aspects of a situation or environment to identify key or underlying information, draw conclusions, and influence decision making.
• Proficiency in implementing automation solutions to streamline business processes and improve operational efficiency.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Experience Level

Executive Level