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Chase · 1 month ago

Vice President, Payment Product Operations and Controls Lead

1111 Polaris Pkwy, Columbus, OH, 43240, US

Full-time

Onsite

Mid, Senior Level

$123K/yr - $201K/yr

5+ years exp

Chase is a motivated, forward-thinking organization focused on delivering innovative payment services. The Vice President, Operations & Controls Lead will manage controls, customer experience, incident management, and operational efficiencies for various payment products, collaborating with multiple teams to enhance customer experience and product excellence.

BankingFinancial Services

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

Qualification

Financial services experienceControl design knowledgeRisk assessment experienceAudit management experienceProduct management experienceCustomer advocacyTeam management skillsStrategic thinking

Required

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