Performance Scorecard and Reporting Lead - Vice President

Job Description
Lead a team to provide customer insights, set scorecard frameworks, align performance metrics, and analyze business targets.
As a Performance Scorecard and Reporting Lead Vice President within the Customer Operations team, you will be responsible for delivering performance scorecards, establishing a balanced scorecard framework, and ensuring alignment across all operational functions. Your role will involve change management, target modeling, creating pilot scorecards, and collaborating with external teams for automated scorecard reporting to provide performance insights for data-promoten decisions. You will ensure that performance measures are balanced across Customer, Controls, Efficiency/Productivity, and People, comply with local regulations, and align with JPMC Firmwide Dimensions. As part of the Report Production Team, you will also be tasked with the timely production and delivery of semi-automated reports, focusing on data extraction, transformation, and loading, while promoting initiatives for efficiency and report automation. Your role will require effective communication with senior stakeholders, a quick understanding of business requirements, and ensuring compliance with Firmwide governance and procedures.
Job Responsibilities:
- Lead and manage the Performance Scorecard and Reporting Production Teams.
- Establish a balanced scorecard oversight and governance framework.
- Facilitate an end-to-end scorecard change management process.
- Routinely recalibrate scorecard goals to enhance business performance.
- Model performance measures to normalize performance distribution and run pilot programs for new scorecards.
- Partner with stakeholders to leverage fully automated scorecard reporting.
- Align scorecard goals with Firmwide Dimensions.
- Support data-driven decision-making through performance insights.
- Drive innovation, consistency, and governance in the Report Production Team.
- Ensure alignment with privacy and data governance principles and collaborate with operations heads in a scrum team.
Required qualifications, capabilities and skills
- Minimum 8 years of experience in business analytics and data-related roles, specifically within contact center operations within the banking/financial services industry
- Minimum 5 years of experience in inclusive leadership, promoting an inclusive work environment.
- Exemplifies high standards of ethics and integrity, with the ability to work effectively in diverse teams.
- Interested in cultural change and understanding global cultural needs.
- Utilizes an agile and flexible leadership style, capable of influencing in various situations.
- Experienced in performance scorecard reporting, management, and governance.
- Advanced Excel skills, including Index Match, XLOOKUP, Analysis Toolpak, and VBA.
- Working knowledge of statistical tools such as Python, with strong data visualization skills.
- Strong analytical, problem-solving, communication, and presentation skills, able to simplify complex data for non-data users.
- Proficient in MS Office, with experience in Scrum, JIRA, and Confluence, and strong interpersonal and organizational skills.
-Expertise around performance scorecards, statistics/mathematics, data storytelling, and insights
Preferred qualifications, capabilities and skills

• Experience working in an Agile / Scrum
• Proficient in data wrangling tools like SQL and Alteryx, with certifications being advantageous.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.