JPMorgan Executive Director - Customer Experience Strategic Operations 

India, Maharashtra, Mumbai 

802330430

As a visionary leader, you will navigate the complexities of the Operations landscape, aligning resources to support Strategic Priorities and Product commitments. Your experience in large-scale program delivery, understanding of CCB Operations and Technology, and strong matrix and influencing skills will be vital. You will embody the firm’s leadership attributes, fostering a culture of collaboration and shared accountability.

Job Responsibilities

• Report directly to the Head of Customer Service Strategy, driving major cross-organizational initiatives.
• Communicate and update Servicing Operations leaders on LOB and Product roadmaps, ensuring alignment and awareness of initiatives impacting Operations teams, such as cross-Product/Channel initiatives and CCB Product deployments.
• Serve as a key representative in senior leadership meetings, articulating and advancing the strategic vision of Operations-led initiatives.
• Lead and manage strategic and tactical projects, driving process and strategy improvements with minimal oversight.
• Oversee large, complex projects with significant financial and reputational impact.
• Facilitate the development and execution of the CCB Servicing Operations strategic agenda, creating synergies and solutions across CCB Operations and LOB Partners.
• Build and maintain relationships with senior stakeholders, influencing decisions and driving change processes.
• Lead and develop a diverse, high-performing team, managing budgets and resources effectively.
• Prepare and deliver executive-level presentations, communicating strategic insights and recommendations.
• Participate in and lead cross-functional teams, contributing as both a leader and individual contributor.
• Continuously seek and implement improvements to organizational practices and processes.

Required Qualifications, Capabilities, and Skills

• 15 years of experience in process improvement, project, and business management.
• Strong technology and operations knowledge, with expertise in policy, procedures, risk, and controls.
• Excellent strategic vision and innovative thinking, capable of articulating and influencing business direction at all levels.
• Proven ability to collaborate across CCB/Firm-wide areas.
• Superior skills in strategy, process improvement, and problem-solving, with the ability to manage multiple initiatives in dynamic environments.
• Strong communication and influencing skills.
• Bachelor’s degree or equivalent experience required
• Flexibility to travel as needed.

Preferred Qualifications, Capabilities, and Skills

• Advanced degree preferred.
• Experience in large-scale program delivery.
• Understanding of CCB Operations and Technology.
• Strong matrix and influencing skills.
• Leadership attributes fostering a culture of collaboration and shared accountability.