Quality Manager -Collections, Recovery and Auto Operations

Job Description

This leadership role is responsible for quality testing data analytics, quantitative sampling methodology, test population isolation, test structure and AI / ML support.

This leader will manage US and offshore horizontal operations functions and teams.

As a Quality Manager, you will partner with CCB Collections, Recovery and Auto Operations business lines to optimize quality operations while sustaining a sound control environment.

You will be responsibility for oversight, audit and exam readiness, implementation of tests, and enabling prompt, effective response to shifts in review priorities due to evolution of risk and emerging events.

Job Responsibilities :

• Drive strategy to enhance and optimize operational effectiveness of the horizontal Quality function
• Structure and implement critical tests, including isolation of relevant populations and development of quantitative sampling methodologies
• Identify AI / ML quality process opportunities, develop and submit successful business cases and facilitate implementation
• Manage related operations and tech change management protocols
• Analyze data to identify emerging themes, trends, and performance opportunities with an end-to-end mindset
• Prepare and deliver management reporting and executive presentation materials to inform and influence
• Demonstrate a strong sense of urgency in responding to escalated issues, rapidly changing priorities, and adverse performance
• Rapid response to executive management requests for ad hoc analysis and testing
• Effectively mobilize teams to embrace a versatile book of work that impacts multiple products / processes and to develop cross-skills
• Establish and sustain excellent relationships with Senior Leadership Team, 1st, 2nd, and 3rd line of defense partners, Legal, Finance and Operations Managers
• Model Chase Values and Cultivate a dynamic, inclusive community

Required qualifications, capabilities and skill :

• Bachelor's degree or relevant financial services experience required
• 5+ years of operations experience preferably in Collections or back office
• Superior knowledge of data management, analytics, reporting technique, statistical sampling methodology and intelligent solutions
• Excellent written and verbal communication skills
• Excellent ability to deliver results in a highly stressful environment where priorities shift rapidly
• Strong problem solving and conflict resolution skills required
• Highest level of professionalism, self-motivation and sense of urgency
• Strong priority management and multi-tasking skills required
• Ability to consistently meet aggressive deadlines and the ability to follow complex methods and procedures in diverse tasks
• Ability to deal with highly confidential information in a professional manner
• Strong Microsoft Product skills required; Proficiency in Alteryx and Python preferred

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.

For those in eligible roles, discretionary incentive compensation which may be 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.

Visit our FAQs for more information about requesting an accommodation.

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.