Vice President - Performance Assurance Manager

Job Description
Are you looking for a new career opportunity where you can use your knowledge and expertise in Assurance, Controls or Contact Centre to lead a Service Operations Assurance team?
As a Vice President of Performance Assurance within the Service Operations team, you will be responsible for fostering a proactive culture of risk mitigation, control, and performance enhancement across the department. Your role will involve building, managing, and motivating a team dedicated to minimizing financial loss, regulatory exposure, and reputational risk. As a part of the Operational Excellence Function for Service Operations, your focus will be on our Daily Banking and Banking Operations contact centre teams. Your role will be crucial in ensuring that as we expand as a bank and broaden our product range, we effectively mitigate risk.
Job Responsibilities:

• Building and leading a high performing business assurance function, proactively identifying emerging operational risks, conducting sampling to ensure change is absorbed by contact centre teams and lead the resolution of any gaps you uncover
• Overlay your technology, process management and operational risk skills to develop and influence changes to the control environment maximising automation and minimising risk
• Identify control gaps, weaknesses, and resolutions in order to reduce financial loss, regulatory exposure, and reputational risk
• Provide ongoing feedback and training as well as support the growth of employees' knowledge of risk concepts and their application to risk and control evaluation
• Engage & support Operational Leaderships Teams, driving governance, developing operating pattern & evolving team structure to drive ownership and optimise talent
• Act as a facilitator and support the Operational Leadership Teams during audits and tests, staying up to date with progress and using the outputs to support your pipeline of activity

Required qualifications, capabilities and skills:

• Relevant and demonstrable financial service experience in controls, audit, quality assurance, risk management, or compliance
• Proficient knowledge of control and risk management concepts with the ability to design, create and evaluate the operational risk and control environment in conjunction with business partners
• Experience of change management in banking product, or contact centre operations
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Visio)
• Knowledge of banking regulatory environment
• Extensive stakeholder management working with global teams
• Ability to analyse data-driven situations to formulate appropriate conclusions
• Experience in leading and managing teams

Preferred qualifications, capabilities and skills:

• Experience of project management tools such as JIRA
• Understanding, and implementation of, automation and AI to deliver control automation reduction of risk would be an advantage
• Experience of Contact Centre Operations

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.