Vice President, Payment Product Operations and Controls Lead

Job Description
The Connected Commerce Banking Payments organization is a motivated, forward-thinking team comprised of highly talented product managers with a singular focus of delivering innovative payment services via the most important platforms of today and tomorrow. We seek to transform customer experiences, simplify the ways we do business, and tirelessly drive toward product excellence.
As a Vice President, Operations & Controls Lead within Banking Payments, you will take charge of the general management of controls, customer experience/complaints, incident management, and operational efficiencies for Transfers, External Account, and QuickDeposits. You will play a role to bring synergies to the product teams, partnering with Payment Product Owners and experts across various lines of business. Your role will be a mix of business strategy, root cause analysis, product ownership, and operation management. You will be comfortable evaluating incidents and escalations, identifying risk and controls, and understanding customer feedback and complaints to advocate for the best path forward.
Job responsibilities

• Collaborate with Product Manager, Legal, Risk, Controls, Compliance, Engineering, Design and Analytics partners to gain and share customer experience impacts and platform pain points
• Synthesize customer impact resulting from production incidents into summaries that can be shared across the product team, providing updates as needed. This is intended to inform the product team (not a replacement for established Chase incident management processes)
• Identify new and strengthen current risk and controls for the products working with Legal, Risk, Controls, and Compliance partners in preparation for audits
• Monitor and share the Voice of the Customer. This includes reviewing complaints, surveys, and other feedback channels. This is a product perspective and does not replace other Chase processes for formal reporting
• Develop an understanding of the Transfers, External Account, and QuickDeposits platform functionality and flows to connect issues, escalations, risks, and controls to the payment experience
• Advocate for improved customer and product experience within the product team and across internal partners
• Proactively identify emerging issues and collaborate with team to identify options/solutions

Required qualifications, capabilities, and skills

• 5+ years of experience in financial services, digital, product management or operations
• Knowledge and experience with control design and evaluation concepts, risk assessment processes, key risk indicator and other metrics development and the ability to assess the relevance of internal and external standards and procedures
• Audit, control testing and external regulatory exam readiness and management experience
• Ability to think strategically and to connect the dots to the bigger picture, while still comfortable diving into the details required to ensure successful execution
• Passion for understanding the product and customer needs.
• Bachelor's Degree or equivalent work experience
• Experience managing, inspiring, and motivating teams (direct and/or matrix), providing vision, creativity, presence, and credibility

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.