Consumer & Community Bank - End to End Issue Management - Executive Director

J.P. Morgan Chase & Co   •  

Dallas, TX

Industry: Accounting, Finance & Insurance


8 - 10 years

Posted 34 days ago

This job is no longer available.

The Program Director will identify areas for enhancement and synergy to the existing processes, and expand the current areas of focus beyond reactive issue management, to incorporate a broader array of risk-symptoms as described above. They will develop understanding of platforms and processes related to the expanded portfolio of risk-symptoms, develop processes and procedures for analysis and root cause analysis as necessary, develop staff to become proficient in identifying thematic risks and root causes, that enable closure of control breaks/gaps. This role requires the ability to analyze processes and information, communicate information concisely, both verbally and in presentation form, and the ability to work closely with key stakeholders to drive program improvements. From time to time, the Program Director may also be asked to drive additional common control programs, to enable the achievement of broader objectives of the CPSS (Control Program & Shared Services) team.

Control Management (CM) maintains a strong and consistent control environment across the firm. With Control Managers appointed for each Line of Business, Function and Region, there is a comprehensive coverage and joint accountability model with the business executive that promotes early operational risk identification and assessment, effective design and evaluation of controls and sustainable solutions to mitigate operational risk.

Control Management focuses on four areas:

1) Control design and expertise

2) Risks and controls identification/assessment

3) Control breaks and resolution

4) Control governance & reporting

Role Responsibilities:

  • Effectively managing and developing a team for the analysis of processes and metrics related to risk-symptoms, identifying themes & horizontal (cross-business) applicability, discerning root causes and potential control breaks/gaps, and proactive risk identification

  • Collaborating with the LOB Control Managers, and Business partners to ensure effective identification, management and timely resolution of thematic risks/breaks, to minimize operational risk

  • As required, dedicate necessary resources for targeted “issue validation” activities, particularly for high priority regulatory or audit identified control issues

  • Supporting the effective implementation of the CORE program in 2019 and beyond

  • Developing and implementing a forward-looking plan, to evolve processes and capabilities, in order to expand subject matter expertise, analytics, advice & counsel, and proactive risk identification/mitigation using technology and talent effectively

  • Aligning best practices between the CCB and AWM teams, to strengthen overall capabilities and capacity across the team

  • Support of other targeted control programs & initiatives as needed, for the evolution and maturity of the overall Control Management team and related processes

  • As an integral/engaged member of the CPSS Leadership team -- drive strategic priorities and continuous improvements in the control programs for CCB and AWM – committed to excellence in people/diversity, processes and technology

The candidate must have:

  • A passion to deliver exceptional service and leadership in managing the End to End Issue Management Program

  • Strong understanding of processes and platforms to effectively access information for analysis and risk identification

  • A strategic mindset to evolve processes and capabilities of the team to cover the entire risk-symptom portfolio with increasing subject matter knowledge and analytics, for proactive risk management

  • Strong people leadership skills with demonstrated ability of building teams operating with high standards

  • Demonstrated ability to work effectively and collaboratively across functions and businesses

  • Willingness and ability to challenge existing processes and practices to support and develop a high quality experience for the customer in the execution of initiatives

  • Ability to communicate and interact effectively with Executive Management to convey key messages and metrics

  • Ability to package and present projections, performance trends, and performance outlooks in an executive format

  • Ability to develop strong relationships and partnerships across functions to execute an integrated planning process

  • Capability to navigate and negotiate organizational complexities to influence decision makers

  • The drive to ensure controlled processes while maintaining data integrity, information barriers, accuracy and timeliness

  • Strong controls experience and background

  • Leadership and influencing skills to drive change


  • BA/BS or equivalent work experience in related field, MBA/Advanced Degree is a plus

  • Experience managing associate and above personnel in multiple locations

  • Ability to leverage thought leadership to define new processes and/or transform existing activities to achieve efficiency without sacrifice to risk mitigation goals.

  • Demonstrated experience in leading cross functional projects and initiatives

  • 7+ years of program management experience and analytics experience in Legal, Operational Risk Management, Compliance, Audit, Technology, or related disciplines

  • Ability to lead programs through implementation leveraging “agile” methodologies

  • Strong knowledge of Controls Management program execution activities

  • Highly collaborative with strong Client/Partner relationships and Communication skills

  • Excellent Presentation skills

  • Proficient in project management tool set and Microsoft Office applications

  • Specific experience/knowledge of the New Business Initiative Approval (NBIA) process is a plus


  • Business acumen – Audit and controls mindset/AWM knowledge/knowledge of regulation surrounding business/ governance

  • Communication/presentation - excellent written and verbal communication skills with an ability to influence business leaders in a meaningful and actionable manner

  • Networking – exceptional interpersonal skills; exceptional collaboration and relationship building skills

  • Work autonomously to affect change - flexible, adaptable to shifting priorities; manages competing priorities to achieve the most effective result and able to work in a fast-paced, results driven environment

  • Process analysis / design acumen – ability to understand a process and associated risk to inform control design and implementation

  • Problem solving / Analytical skills - solid critical thinking, attention to detail and analytical skills; able to synthesize large amounts of data and formulate appropriate conclusions

  • Understanding root cause / identifying control breaks

  • Developing timely and sustainable solutions

  • Analyze metrics for emerging risk

  • Implementation skills

  • Writing Action Plans, Procedures

  • Change Management

  • Ability to make subjective and informed decisions based upon output, influence stakeholders and justify decision making

    Req #: 190034144_1