Shape the future of Home Lending Servicing by joining a dynamic team dedicated to operational excellence and innovation. Unlock your potential as you collaborate with leaders across Customer Operations, Legal, Risk, and Controls. Make your mark by driving process improvements and delivering impactful communications. Enjoy opportunities for career growth and professional development. Join us to help deliver outstanding experiences for our customers and employees.

As a Vice President in Strategy Operations Support within Home Lending Servicing, you partner with cross-functional teams to optimize business processes and drive operational excellence. You lead multiple teams focused on Customer Insight & Solutions, Communications Strategy, Internal Controls, and Letter Coordination. You play a key role in planning, executing, and delivering products and solutions that require collaboration across teams. You help strengthen controls, deliver effective communications, and ensure alignment with organizational goals.

Job responsibilities:

• Lead and manage teams across Customer Insight & Solutions, Communications Strategy, Internal Controls, and Letter Coordination.
• Oversee workload balancing, project delivery, and operational support across multiple functions.
• Identify and implement procedural, policy, systemic, and technological improvements.
• Develop and execute internal employee communications and digital campaigns.
• Monitor and report on communications projects, proactively identifying risks and ensuring timely delivery.
• Lead teams responsible for identifying and remediating process gaps, managing audit responses, and facilitating oversight of foundational controls.
• Oversee end-to-end management and quality assurance of customer communications through letters and notices.
• Develop reporting solutions and data analytics to support business needs and continuous process improvement.
• Partner with senior leaders, business units, and technical teams to gather insights and translate business needs into effective communications.
• Inspire, motivate, and promote collaboration, trust, and respect within the team.
• Ensure all communications meet regulatory, compliance, and quality standards.

Required qualifications, capabilities, and skills:

• Bachelor's degree in business, communications, finance, or related field.
• Minimum five years of experience in home lending, mortgage servicing, or related financial services.
• Demonstrated leadership in a matrix organization.
• Proven experience planning, executing, and delivering products or solutions requiring cross-team collaboration.
• Strong analytical and problem-solving skills; detail-oriented and highly organized.
• Ability to work independently, manage time and multiple activities efficiently, and execute responsibilities with limited supervision.
• Experience managing multiple stakeholders and partnering with technical teams.
• Proficiency in Microsoft Office Suite, Share Point, Alteryx, and communications tools.
• Superior verbal and written communication skills, with the ability to communicate technical information at a business level.
• Demonstrated ability to inspire and motivate teams, promote collaboration, and drive change.

Preferred qualifications, capabilities, and kills:

• Advanced degree or relevant experience.
• Experience in developing and delivering training or guidance materials.
• Adaptability to increasing scope and complexity of work brought on by business growth.

ABOUT US

JPMorgan Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

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.

For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.