Process Improvement Manager

Process Improvement Manager

Performance Consulting is a dedicated internal consulting group that is highly visible and a critical component of Consumer and Community Banking Operations. The team partners with senior business and functional leaders to re-engineer core components of our business, from diagnostic work and designing innovative, streamlined ways of working, to piloting solutions for further scaled execution. We are the driving force behind transformative business initiatives that propel the entire organization towards unparalleled operational excellence. Our mission is to redefine industry standards by optimizing end-to-end processes, elevating the customer experience, and fostering a vibrant culture of continuous improvement. By enhancing employee engagement, mitigating risks, and delivering substantial financial benefits, we are committed to shaping a future where innovation and excellence are at the heart of everything we do.

As a Process Improvement Manager at JPMorgan Chase, you will be a key player in driving operational efficiency and change delivery by conducting comprehensive analyses of business processes, data, tooling, and technologies. You will integrate AI-driven insights and industry trends to craft innovative approaches that optimize efficiency, evolve our ways of working, and empower clients to capitalize on emerging opportunities. Your role will leverage simulation, process / task mining, intelligent automation and data-driven insights to develop innovative solutions, operationalize efficiencies, and create strategic, future-focused blueprints for implementation. You will use advanced data analytics and storytelling skills to communicate complex ideas and influence decision-making. Your ability to build and manage a diverse team will be crucial in coordinating work across different parts of the department.

Job Responsibilities:

• Optimize processes using simulation tools to predict the impact of changes and enhancements.
• Conduct analyses of business processes, data, tooling, and technologies to craft innovative approaches that optimize efficiency.
• Lead strategic initiatives to leverage AI-driven insights and comprehensive analyses for process improvement.
• Empower clients by developing solutions that operationalize efficiencies and create strategic blueprints for implementation.
• Implement intelligent automation integration, process & task mining, and GenAI strategy to enhance efficiency and agility.
• Develop presentations to communicate key messages to senior management and colleagues.
• Champion innovation with development platforms and AI/ML solutions, including cloud migrations and cost optimization initiatives.
• Develop junior team members both formally and informally.

Required Qualifications, Capabilities, and Skills:

• Bachelor's degree in Computer Science, Information Technology, Data Science, Mathematics, or equivalent experience.
• Experience with Robotic Process Automation (RPA) tools and platforms, such as UiPath, Automation Anywhere, or Blue Prism.
• Experience with process mining tools and platforms, such as Signavio and Celonis.
• Technical skills related to data analytics and visualization (e.g., SQL, Python, R; Tableau, Power BI).
• Ability to engage and manage relationships with various stakeholders, including senior management, to ensure alignment and support for process improvement initiatives
• Experience in management consulting
• Adaptability, problem-solving, and critical thinking

Preferred Qualifications, Capabilities, and Skills:

• Management consulting experience
• Familiarity with AI platforms and frameworks, such as TensorFlow, PyTorch, and AWS Bedrock models.
• Proficiency in machine learning algorithms and AI techniques, deploying predictive models and data-driven solutions.
• Master's degree - or equivalent certification - from an accredited institution.

About Us

Chase 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.