Job Location: Wilmington, DE
CCB Regulatory Operations – Customer Feedback & Communication Services is a centralized group providing program-level governance, oversight, reporting, and analytics in support of executive, business, and functional teams. A primary objective of the group is to provide insights that can help to simplify and strengthen customer experiences, build customer trust, and reduce risk by understanding reasons for dissatisfaction and identifying opportunities to improve.
The CCB Business & Complaint Insights team is tasked with creating executive, regulatory and insights reporting. Work performed by this team directly impacts and influences strategic decision making across CCB. Daily activities include creating and executing scheduled and ad hoc reports, translating data into meaningful and actionable insights, and working closely with business partners.
This role requires excellent attention to detail, comfort in interpreting, manipulating, and communicating data, strong problem solving, clear business writing, and the ability to independently manage multiple short and long term deliverables. Applicants must be able to quickly and proactively develop subject matter expertise and build relationships with business and partners at all levels across CCB.
Role and Responsibilities:
- Manage, author, and publish recurring regulatory and executive-level reporting
- Analyze and monitor complaint data to identify emerging issues and watch items
- Develop and evolve reporting for executives and senior management that drives timely awareness of meaningful insights
- Lead assigned analytic and reporting efforts in support of all management levels
- Perform secondary review, validation, and approval of reports and analyses as required
- Build and maintain awareness of key CCB initiatives, issues, trends and changes impacting consumers and Chase
- Build and maintain strong partnerships with business, reporting, controls, and data teams
- Support key strategic and business priorities
- Create and maintain required documentation and procedures; execute following department standards
- Complete all of the above in accurate and timely fashion, while also suggesting ways to increase the benefit and/or reduce the cost of each deliverable
Qualifications:
Successful candidates must be business-centric, analytic minded, results driven, able to execute to a regular reporting cycle, perform in-depth analysis, communicate insights and key messages to senior leadership , and manage projects as demonstrated in prior roles.
- Demonstrates ability to provide objective business analysis and accurate reporting of business data; has proven track record of accurate and timely reporting
- Demonstrates curiosity about what drives business trends and customer behaviors
- Deadline driven with a keen attention to detail and strong organizational skills
- Proficient at conducting background research, analyzing data, and identifying and quantifying opportunities
- I nternally motivated and able to work with limited supervision
- Must have excellent communication, presentation, and delivery skills; executive reporting experience preferred
- Able to synthesize and create a cohesive picture from a wide variety of information types and sources
- Eight or more years of reporting and analytics experience
- Must have strong existing Excel and PowerPoint skills, and willingness to learn additional reporting and data mining tools such as Tableau, Alteryx, and SQL
- Bachelor’s deg ree in a technical or business discipline strongly preferred
- Prior experience managing or analyzing customer experience or complaints strongly preferred
Location: Wilmington, Delaware or Columbus, Ohio
Grade: 603 Business Analysis Manager
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 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
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