Branch Performance Strategy Manager

The Branch Performance Strategy Manager leads analysis related to product, financial, and operational performance of Chase retail branches and crafts strategies/initiatives to ensure improvement. A key responsibility is recognizing and proactively managing performance or relationship issues, including miss goals, or flat or negative impacts to branch channel satisfaction (OSAT) scores. This role will require excellent stakeholder management skills and the ability to collaborate across the CX team and cross-functional groups throughout Chase, including Product, Digital, Technology, Chief Administrative Office, Finance, National Sales, Marketing, and Operations Teams.
Job responsibilities:

• Set target OSAT and servicing goals for specific markets and branch formats in partnership with Finance and Field Incentive teams; optimize efficiency for top and bottom performing locations
• Communicate insights to business partners and champion the prioritization of new initiatives with partners across the Chief Administrative Office (CAO), Field Leadership, Consumer Product, and other groups with intent to design actionable insights with meaningful success metrics and KPIs
• Implement regular monthly/quarterly reporting and visualization of branch performance metrics, including (but not limited to): Channel OSAT, JDP Power performance, complaints, wait time, transaction volumes, etc. intended to address critical pain points-clearly articulate "what" is to be solved and "when" it will be implemented, and all considerations blocking progres s
• Partner with Data & Analytics teams to pilot and implement new data modeling frameworks and analytics to build business cases to support and report financial results and metrics for the branch employee experience
• Analyze multiple data sources, including data originating from Voice of Customer team (client, market, and employee feedback), HR (Thrive surveys), and internal business data to build insights to improve client/employee experiences across the entire branch network
• Facilitate performance optimization of all Chase network branches and specialized formats, including virtual branch, community branches, and Market Expansion
• Map planned product, workspace technology, and policy enhancements to roadmap and read and react to impacts to branch performance

Required Qualifications/Skills:

• Exemplifies the highest standards in words and actions; can identify a problem and develop solutions in partnership with peers or team members and can translate "big picture" to impact details
• Front-stage presence and ability to offer compelling storytelling across executive partners; ability to create presentations for a wide-variety of audiences, including c-suite quality presentations on short notice
• Bachelor's degree in Marketing, Business, Finance, or related field of study
• 10+ years' experience demonstrating increasing levels of responsibility in one or more of the following areas: management consulting, product analytics, customer marketing, business operations, strategy, product operations, project management
• Highly adept at analyzing and synthesizing data to identify opportunities, define goals, measure progress, and inform recommendations
• Highly proficient with Microsoft Office (Excel, PowerPoint, Word) and Teams, Tableau, Confluence, Share Point, and Qualtrics platforms

Preferred Qualifications/Skills:

• Experience in Agile environment preferred
• Self-starter, creative problem solver, proactive, collaborative and resourceful

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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

Equal Opportunity Employer/Disability/Veterans