CIB - Treasury Services Global Head of Product Management - Inquiry Resolution - Vice President / ED
Treasury Services and the Commercial Bank are launching a global, cross-LOBprogram to improve the client and employee experience and optimizestraight-through-processing of payments.
We are going to make tools and information available to clients to speed upimplementations and we'll provide multiple ways for clients to quickly getanswers to their service inquiries. We're also bringing together the information and tools employees need ina single, intuitive portal, enabling them to provide faster implementations andinquiry resolution without sacrificing the high degree of accuracy that ourclients value. In addition, we'll leveragedata science and artificial intelligence to proactively provide differentiatedinsights that drive better decision-making and optimize their transactionprocessing business.
The program is structured withfour treasury services functional teams (Set-up & Maintenance, Inquiry Resolution,Data Insights and Dashboards, and Core Enablers), four channels teams (ChaseConnect, Access/Access Lite, Navigator 2.0, and APIs), and a program office thatwill perform overarching demand and delivery management, track key performancemetrics, and accelerate adoption. Each cross-functional team will be empoweredto refine and prioritize our build and integration based on client/practitionerfeedback.
The Inquiry Resolution team willpartner with the channelleads to collaboratively design and develop the core components that enableclients and client service employees to quickly and easily resolve the mostcommon client issues regarding their payments and accounts. The team will workin close collaboration with the Access, Chase Connect, and Navigator channelsteams to ensure deliverables that offer the greatest impact are prioritized andmeet the needs of the diverse user groups. The team will comprise product managers and technologists and willleverage shared resources from the program office. The team will also work with the CommercialBank and Corporate & Investment Bank change readiness/migrations teams toensure smooth rollouts and drive adoption.
The primary focus of this role is to automate the user experience and, viadefined functionality, make the process efficient, timely and transparent. This role is critical to differentiating JPMCin the market. Working as the bridge between end-users and the development team,the Global Head of Product Management - Inquiry Resolution will communicate thevoice of the users, manage the product roadmap, articulate new features andenhancements to technologists, coordinate the successful implementation of productreleases, and support ongoing product use while ensuring focus on program's strategicvision and goals and meeting deadlines.
- 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 product management 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 developing innovative 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 understanding of lean/agile product development lifecycle
Knowledge of treasury services, corporate/commercial banking and client service/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's degree required; graduate degree in a business or technical field preferred
Flexibility for occasional travel
Location base 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.
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.
Job Status: Full Time
Job Reference #: 180104950