As the Executive Director, Chase Auto High Net Worth Concierge within Chase Auto Direct, you will lead the build-out and ongoing management of a new High Net Worth Auto Concierge capability that provides a premium, scalable, and controls-focused acquisition and fulfillment experience for high-value Chase and J.P. Morgan clients seeking auto financing.  You will be responsible for designing and operating a dedicated concierge model that improves client experience, banker and partner engagement, application conversion, documentation quality, and funding execution while preserving independent underwriting authority and strong risk discipline.  This role requires a senior leader with deep lending, underwriting, client service, operating model, and business management experience. You will be expected to operate across business, underwriting, risk, operations, legal, compliance, product, analytics, and client-channel partners to create a high-performing, measurable, and sustainable premium service model.

Job responsibilities

• Lead the design, launch, and scaling of the HNW Auto Concierge team within Chase Auto Direct, with explicit goals of funded-loan growth, higher conversion, and higher satisfaction for high-value buyers.
• Build a premium service model for high-value auto clients, including referral intake, eligibility triage, case assignment, documentation orchestration, underwriting handoff, funding coordination, and post-close follow-up.
• Establish a clear operating model that separates concierge execution from independent underwriting decisioning.
• Partner closely with Underwriting, Credit Risk, Operations, Legal, Compliance, Product, Digital, Finance, Chase Private Client, Wealth Management, Private Bank partners, and Dealer Services as appropriate.
• Define client eligibility tiers, referral channels, service standards, escalation protocols, and performance metrics.
• Create scalable processes, playbooks, SLAs, dashboards, and governance routines to support consistent execution.
• Manage and develop a high-performing team of concierge relationship managers, deal coordinators, channel liaisons, business analysts, and controls / quality partners.
• Drive measurable business impact, including improved conversion, faster cycle times, reduced underwriting rework, increased funded volume, stronger banker / advisor satisfaction, and enhanced client experience.
• Develop executive reporting for senior leadership, including performance trends, business impact, operational bottlenecks, risk indicators, and investment needs.
• Ensure the team operates with strong controls, fair and consistent client treatment, documentation quality, and adherence to applicable policies and procedures.
• Identify opportunities to automate intake, routing, status updates, reporting, and workflow management as the model scales; serve as the senior escalation point for complex, sensitive, or time-critical HNW auto financing requests.

Required Qualifications, Capabilities, and Skills

• Significant experience in consumer lending, auto finance, underwriting, credit operations, premium servicing, client coverage, or financial services operations.
• Strong understanding of underwriting processes, credit decisioning, documentation requirements, fulfillment workflows, and operational controls.
• Proven ability to lead complex cross-functional initiatives from strategy through execution.
• Demonstrated experience building or managing high-touch service models, complex client escalation teams, premium client support functions, or specialized fulfillment teams.
• Strong business acumen, including the ability to connect client experience improvements to conversion, funded volume, revenue, risk-adjusted returns, productivity, and relationship value.
• Executive presence and ability to influence senior stakeholders across business, risk, operations, legal, compliance, product, finance, and distribution channels.
• Strong judgment and ability to balance client experience, commercial outcomes, operational efficiency, risk discipline, and control requirements.
• Demonstrated ability to build teams, manage performance, coach talent, and create repeatable operating routines.
• Strong analytical orientation, including experience using dashboards, scorecards, funnel metrics, SLA reporting, and performance insights to manage a business.
• Excellent written and verbal communication skills, including experience preparing executive-level updates and governance materials.
• Ability to operate in ambiguity, design new capabilities, and scale processes in a controlled environment.

Preferred Qualifications, Capabilities, and Skills

• Experience in auto lending, direct-to-consumer lending, private client servicing, affluent / HNW client segments, dealer services, mortgage fulfillment, wealth-adjacent lending, or executive escalation management.
• Prior experience partnering with underwriting or credit risk teams in a regulated lending environment.
• Experience designing intake models, case management workflows, eligibility frameworks, escalation governance, or SLA-based service teams.
• Familiarity with Chase Private Client, J.P. Morgan Wealth Management, Private Bank, or other affluent / HNW client channels.
• Experience managing teams that support bankers, advisors, dealers, partners, or relationship managers.
• Experience with process improvement, automation, workflow tooling, CRM, or digital lending transformation.
• Strong understanding of fair lending, UDAAP, complaint escalation, operational risk, and control expectations in consumer financial services.