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JPMorgan Chase CCB - Head of Digital Practices - Executive Director in Columbus, Ohio

Chase is the neighborhood bank for thousands of communities across the country. Chase serves approximately one out of every six Americans through more than 5,600 bank branches; 19,000 ATMs; mortgage offices; online and mobile banking; as well as relationships with auto dealerships, schools and universities. is the most visited banking portal in United States, and Chase Mobile users are growing at a rate of nearly 350,000 per month. With such a broad range of consumer businesses, the mission at Chase is quite simple: to be industry leader in customer experience. Chase has more than 160,000 employees across the world to help achieve this goal.

Chase is undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambition is to position Chase as the undisputed leader in digital financial services and payments to enable Chase to deliver the highly personalized, real time experiences that customers increasingly expect.

We are looking for a leader for our Digital CAO Business practices team, responsible for providing transparency on end-to-end ongoing business process compliance with applicable firmwide policies for Digital, proactively identifying issues, determining root causes and driving process improvements to enhance controls, improve agility and minimize bureaucracy. This role will report to the CCB Digital CFO and CAO directly and will be part of the leadership team of the group and will be responsible for managing a team of 12 people at any given time.

The successful candidate is a leader who thinks holistically about both business and technology, and manages process oriented, large-scale initiatives in a dynamic environment. Candidates should have a strong understanding of risk and control execution and know how to manage these items within a scale business. The successful candidate will also need to be highly-organized , can flexibly adapt plans for changing realities, and have superior influencing / relationship management skills. They have a consultative style and can skillfully work with business partners, and senior executives to successfully deliver quality work products. They are flexible, forward thinking with strong problem solving skills, superior analytical skills and an effective communicator.

Key Responsibilities:

Articulate vision, organize priorities for a team of 12+ people , maintain oversight of team's activities and serve as escalation point where needed. Drive process improvement initiatives and ensure the team maintains high performance standards and adds value to day-to-day Digital operations:

  • Partner with stakeholders in Risk, Technology and Controls to execute Information Owner responsibilities to assess and control Risk and manage Access. Manage Structured Records deliverables on Application-related activities and workstreams such as Data Retention/Data Protection for specific Digital Applications. Manage Unstructured Records to ensure SharePoint sites, Shared Drives and archives remain at 100% compliance.

  • Partner with stakeholders throughout CCB including Digital's Contro l, Compliance and Legal Partners and Product Owners to manage procedures, CORE, Action Plans, assist in the establishment and implementation of effective Privacy and LRCM (Legal and Regulatory Change Management) Standards tasks, obligation mapping and develop / update process maps depicting how product features work from a business process perspective

  • Assist the business with the design, documentation and execution of controls that address Digital business requirements and mitigate risks while ensuring compliance with applicable regulations that impact the Digital LOB

  • Participate in workgroups, strategic projects or targeted reviews that require business engagement

  • Demonstrated ability to manage tight delivery timelines and perform with calmness under pressure

  • Be available to support the respective Privacy and Legal/Regulatory Compliance Lead Assist in the implementation of LOB Privacy/ Standards procedures and ensure that such procedures are maintained, accurately and comply with applicable policies and requirements

  • Assess the impact of Legal and Regulatory changes (Privacy, UDAAP, etc) on the business & technology operations, processes or procedures, and identify modifications needed. Provide transparency to Compliance, Controls, Risk, Legal Leads into the LOB preparedness for complying with regulatory change


  • 10+ years of experience, preferably with strong experience in controls, risk management and/or process improvement roles

  • Excellent oral, written, and presentation communication skills

  • Demonstrate passion, commitment and self-motivation to manage tight deadlines, organize and prioritize work

  • Must be extremely organized, detail-oriented and capable of self-managing and multi-tasking in a fast-paced, demanding global matrix managed organizations

  • Self-starter with excellent time management and problem-solving skills

  • Exceptional interpersonal skills with proven experience in relationship building, influencing and partnering

  • Self-starter, with the ability to solve problems creatively and deliver results while working in a dynamic, collaborative, and sometimes challenging environment

  • A solid understanding and comfort level with MS Office including, Excel, Word, PowerPoint (Pitchpro), Project and SharePoint is required

  • Understanding of processes and information flows for business and operational units that manage customer, employee data and other confidential information

  • Relevant experience working with support functions such as operations, controls, marketing, preference collection, information management, information technology, and third party management.

  • Experience in implementing legal and/or compliance requirements into business practices (processes & procedures) and conducting privacy, operational and/or technology risk assessments

  • Project and process mapping experience using MS Visio and/or iGrafx

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.

Equal Opportunity Employer/Disability/Veterans