12 days old

Quality Improvement Manager

JPMorgan Chase & Co.
Plano, TX 75074
  • Job Code

Quality Improvement Manager

Req #: 190089907_1
Location: Plano, TX, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)

Performance Consulting is a Center of Excellence (CoE) responsible for leading critical reengineering and diagnostic efforts throughout the business, with the ultimate goal of improving both operating and financial performance.  Typical projects are commissioned by senior executives and leaders throughout CCB and focus on the business’s most urgent process improvement, organizational change, and/or functional strategy development needs. Typical engagements (not exhaustive) include:

  • Operations Strategy

  • Organization Design & Governance

  • Business/Function Transformation

  • Operating Models

  • Quality Program Implementation

  • Process Design

  • Operational Risk and Controls

Performance Consulting follows a hypothesis-driven, fact-based approach to problem solving. The ability to solve critical business problems along with the diversity and backgrounds of individuals distinguish Performance Consulting from other areas of the Firm. Typical project teams are comprised of 2 to 4 members, many of whom are former management consultants (internal or external). Projects are usually 4 to 12 weeks long, depending on complexity and scope.

The role of Vice President (VP) partners with the senior management across CCB Operations to prioritize, lead, and execute problem solving, issue identification, and performance improvement projects.  VP’s oversee multiple workstreams and must collaborate with teams to build hypotheses, conduct analyses, and develop executive-level presentations to share key findings and key recommendations.



Thought Leadership

  • “Own” day-to-day project management and delivery of entire engagement and impactful recommendations and provide coaching to client teams as they implement recommendations

  • Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact

  • Work with team to develop workplans to test / evaluate strategies and insights which could span process improvement, organizational change, and functional strategy efforts.

  • Drive performance improvement through improved end-to-end process design and management

  • Drive Quality, Cost, and Service Delivery projects to completion using formal process improvement methodologies such as Lean, Six Sigma and Capacity Planning.

Client Leadership

  • Assess business processes and implement Quality Management Systems solutions to standardize processes and improve pass rates while reducing rework.
  • Advise and influence senior leaders and business executives on key business decisions and major change initiatives
  • Develop deep trust-based advisor relationships with key client stakeholders and ensure client is satisfied throughout engagement
  • Lead interview campaigns, working sessions, and senior client presentations; maintain composure and presence in difficult client meetings

Team Leadership

  • Lead one or more client projects, including managing multiple associates / analysts across several work streams

  • Collaborate with clients to build hypothesis sets, analyses, and road maps for solutions

  • Develop junior team members both formally and informally, including serving as a mentor

  • Identify potential roadblocks / obstacles and escalate issues as needed

  • Serves as a catalyst for Change Management


  • The ideal candidate must have 4 year degree and 8+ years’ experience at a management consulting firm or in an internal consulting group, process re-engineering or change management role.
  • Experience with implementing or auditing Quality Management Systems, e.g. ISO 9000, AS 9000, TS 16949; lead assessor training a plus
  • Certifications are valued and weighted against minimum qualification requirements; demonstrated experience and results matter.
  • Experience engineering an Agile test and learn processes with an eye towards rapid iteration and creative problem solving
  • Problem solving skills - Superior ability to structure and scope complex problems, apply a range of analytical tools, gain and synthesize insights and develop solutions
  • Client management skills - Advanced ability to closely partner with senior and line managers and other stakeholders on projects.
  • Project management skills - Proven ability to frame projects and establish required governance to move projects forward.  S/he will have to engage appropriate resources from within the team, from the line areas specifically sponsoring the project, and potentially external consultants or other support areas with the Firm
  • Communications skills - Strong written and oral executive-level communications skills
  • Experience in the financial services industry and payments processing is heavily preferred
  • Demonstrated process improvement experience required with formal Lean/Six Sigma certification a plus  
  • Experience and knowledge of change management principles, methodologies and tools (experience with Prosci/ADKAR methodology or similar formal change management methodologies is a plus)
  • Desired expertise in robotics/automation, quality or strategy
  • Ability to travel as needed (range: 25% - 50%;will vary by project)

Keyword: consumer%20banking


Posted: 2019-10-01 Expires: 2019-10-31

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Quality Improvement Manager

JPMorgan Chase & Co.
Plano, TX 75074

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