HR Quality Controls Manager - Vice President

Job Responsibilities

• Manage and develop a team of QA analysts, including hiring, onboarding, goal-setting, coaching, and performance reviews.
• Create succession and cross-training plans to ensure resilience and continuity across time zones and peak periods.
• Lead calibration sessions with internal teams and stakeholders to ensure consistent scoring and interpretation of policy.
• Maintain and evolve SOPs/playbooks and ensure adherence to strict guidelines for investigation and documentation.
• Ensure alignment with firmwide control programs and reporting requirements.
• Influence process owners to adopt systemic fixes; negotiate priorities and timelines across multiple teams.
• Provide executive-ready reporting and synthesize trends into actionable recommendations.
• Ownt dashboards/KPIs (e.g., defect rate, repeat errors, aging, rework, SLA impact, training effectiveness, risk themes).
• Identify opportunities for automation/standardization in QA workflows and reporting (where appropriate).

Required Qualifications, Capabilities, And Skills

• 5+ years of experience in quality assurance, controls, audit, operational risk, or HR operations (or equivalent).
• 2+ years of people management experience (direct leadership of analysts/reviewers; coaching and performance management).
• Demonstrated experience operating in a highly regulated, process-driven environment with strong documentation discipline.
• Bachelor's degree required.
• Proven ability to set strategy and execute through others—driving outcomes across a distributed team.
• Strong judgment with ability to make and defend decisions using policy, data, and risk-based reasoning.
• Advanced stakeholder management: ability to influence without authority, handle escalations, and drive adoption of best practices.
• Strong written communication: ability to produce clear, audit-ready documentation and concise leadership updates.
• Strong organizational leadership: creates structure, prioritization, and disciplined follow-through across competing demands.
• Comfort with global coverage and flexible scheduling to meet business needs across regions.

About the Role

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, 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. 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.