JPMorgan Chase CIB - Treasury Services Global Head of Product Management - Inquiry Resolution - Vice President / ED in Chicago, Illinois
Treasury Services and the Commercial Bank are launching a global, cross-LOB program to improve the client and employee experience and optimize straight-through-processing of payments.
We are going to make tools and information available to clients to speed up implementations and we’ll provide multiple ways for clients to quickly get answers to their service inquiries. We’re also bringing together the information and tools employees need in a single, intuitive portal, enabling them to provide faster implementations and inquiry resolution without sacrificing the high degree of accuracy that our clients value. In addition, we’ll leverage data science and artificial intelligence to proactively provide differentiated insights that drive better decision-making and optimize their transaction processing business.
The program is structured with four treasury services functional teams (Set-up & Maintenance, Inquiry Resolution, Data Insights and Dashboards, and Core Enablers), four channels teams (Chase Connect, Access/Access Lite, Navigator 2.0, and APIs), and a program office that will perform overarching demand and delivery management, track key performance metrics, and accelerate adoption. Each cross-functional team will be empowered to refine and prioritize our build and integration based on client/practitioner feedback.
The Inquiry Resolution team will partner with the channel leads to collaboratively design and develop the core components that enable clients and client service employees to quickly and easily resolve the most common client issues regarding their payments and accounts. The team will work in close collaboration with the Access, Chase Connect, and Navigator channels teams to ensure deliverables that offer the greatest impact are prioritized and meet the needs of the diverse user groups. The team will comprise product managers and technologists and will leverage shared resources from the program office. The team will also work with the Commercial Bank and Corporate & Investment Bank change readiness/migrations teams to ensure smooth rollouts and drive adoption.
The primary focus of this role is to automate the user experience and, via defined functionality, make the process efficient, timely and transparent. This role is critical to differentiating JPMC in the market. Working as the bridge between end-users and the development team, the Global Head of Product Management – Inquiry Resolution will communicate the voice of the users, manage the product roadmap, articulate new features and enhancements to technologists, coordinate the successful implementation of product releases, and support ongoing product use while ensuring focus on program’s strategic vision and goals and meeting deadlines.
The role is likely to be positioned at the Vice President level, though it is possible ED level candidates could be considered.
Work closely with clients, client service,implementations, and sales colleagues to understand client needs and painpoints as well as trends in the competitive marketplace
Develop user journeys and other artifacts that helpcommunicate, and rally support for, new features/functionality that are mostimpactful for clients
Develop and adapt product roadmaps to enable achievementof the program’s overarching goals, in a manner consistent with our guidingprinciples
Prioritize the product delivery schedule in an objectiveand transparent way and determine resource needs to meet key deadlines
Identify critical dependencies, resourcing gaps, andother issues and present recommendations for resolution
Maintain ongoingproactive partnership with technology team members to ensure business demandsare understood and delivered in an agile manner within agreed upon timeframes
Ensure feedback from user demos is incorporated intoroadmaps so that deliverables meet business needs
Coordinate product releases and support client andpractitioner adoption of new features/functionality
Provide coaching to team members and input intoperformance reviews
Track record of strong performance
Minimum of 5+ years of experience, including experience in productmanagement at a financial services, technology, or fintech firm
Self-starter able thrive in a fast-paced,collaborative and cross-functional environment that is results-driven
Creative problem solver, capable of developinginnovative and differentiated solutions
Rigorous,logical thinker with ability to identify and articulate rationale,assumptions, and risks
Excellent relationship-building skills, with ability toestablish trust and credibility across lines of business and functions andinfluence key stakeholders
Fortitude to persevere when confronted with difficultchallenges
Strong time-management and organizational skills withability to objectively prioritize
Excellent written, visual, and verbal communicationskills, including ability to communicate technical topics to a non-technicalaudience and business needs to a technical audience
Passion for driving toward an excellent client experience
Ability to attract, develop and retain top-talent; opento giving and receiving feedback
Good understandingof lean/agile product development lifecycle
Knowledge oftreasury services, corporate/commercial banking and clientservice/implementations functions and platforms a significant plus
Superior judgment to mitigate risk and foster anenvironment where risk/control issues are escalated and creative solutions areidentified
Bachelor’sdegree required; graduate degree in a business or technical field preferred
Flexibilityfor occasional travel
Locationbase in New York, Chicago, Tampa
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com .
J.P. Morgan’s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With over $24 trillion of assets under custody and $430 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
J.P. Morgan Treasury Services (TS) is one of the world’s largest, most trusted and innovative full-service providers of domestic and international cash management, liquidity, commercial card, FX and escrow solutions. With more than 135,000 corporations, financial institutions, public sector agencies and non-government clients in over 180 countries across the globe, we offer specialized solutions that provide operating efficiencies and value beyond other standardized solutions available in the market. Our global product and technology platform, integrated client service model and network of operational centers enable TS to deliver a consistent set of services to clients no matter where they are across the world.
Commercial Banking (CB) offers clients the convenience and vast banking network of Chase, combined with the thought leadership and global financial capabilities of J.P. Morgan. We deliver extensive industry knowledge, local expertise and dedicated service to more than 24,000 clients, including corporations, municipalities, financial institutions, real estate investors and owners, and not-for-profit organizations with annual revenue generally ranging from $20 million to $2 billion. We offer a comprehensive set of financial products and services including credit, equipment finance, real estate finance, treasury services and provide clients with access to the investment banking and asset management services of J.P. Morgan.
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.