Process Engineering Manager

Title: Process Engineering Manager Location: DE-Wilmington In an effort to manage customer issues, Chase Card Services developed a process/system to report, resolve, and track customer-impacting process/system breakages. This function is decentralized (each department works their own issues), so this role focuses on managing and improving upon the process. The ideal candidate is a leader who is comfortable dealing with difficult situations, but who has the ability to partner with our clients to work together to find solutions. This individual needs to have a customer focus and a strong desire to improve our processes, so that we can prevent future issues. In return, this individual will gain knowledge about all areas of the Card business and will gain exposure to all levels of management. Primary functions for this role include: .    Resolving conflict - is it an issue?, who owns it?, aging issues, or process not followed. .    Improving the process to make more efficient, to comply with new rules/regulations, to provide clarity. .    Working with management in all departments to communicate metrics, trends, and concerns and to ensure that they are supporting the process. .    Ensuring the most visible issues are resolved appropriately and timely. .    Analyzing control gaps, evaluating department-identified solutions, ensuring implementation and directing the various groups on how to prevent future issues from occurring. .    Consulting with Senior Management, Legal/Compliance, Audit and Operational Risk Management regarding control gaps within the organization. This role is also accountable for the following items, performed by the team: .  Triaging newly reported issues, to validate they are issues and identify the area that caused the issue. .  Facilitating meetings, including the Daily and Weekly new issues calls. .  Managing the issue resolution processes. .  Managing the issues reporting database and performing analysis/queries on that data. .  Working with technology on system maintenance and enhancements. .  Managing system access. .  Performing quality reviews of completed issue documentation, to ensure the right actions were taken. .  Providing one-on-one and group training to new issue Analysts. The qualified candidate will possess: .  Experience in issue management and/or managing operations; .  Ability to effectively handle multiple responsibilities and assignments simultaneously on a regular basis; .  Ability to manage a team of exempt employees; .  Ability to work independently to investigate, resolve and/or recommend process improvement issues / opportunities associated with the issue process; .  Experience with negotiation and decision making; .  Root cause analysis / problem resolution experience is preferred; .  Ability to consult with others in the process; .  Excellent verbal and written communication skills; .  Desire and ability to interact effectively with many individuals from the organization to gather information and/or provide feedback; .  Strong teamwork and client management skills.

Please refer to job code jpmorgan-090058289 when responding to this ad.

Category:	Biotech/Pharmaceutical
	> Chemical Engineering
Location:	Wilmington, DE
County:	New Castle County
ZIP Code:	19801
Pay Rate:	Open
Job Terms:	full time
Company:	JPMorgan Chase
Phone:	email only please
Fax:	email only please