VP Claims Inventory Mgmt. Operations

About the role

Join the team and provide day-to-day leadership, oversight, and execution of the business plan to ensure alignment and support of FCPS (Claims IM) operations goals. This role is crucial in developing and implementing strategic solutions to business challenges, managing resources, and fostering a culture of talent development. The position offers the opportunity to influence across departments and build external relationships in functional areas.

Responsibilities

• Manages day-to-day operations of FCPS (Fraud, Claims), including performance management, staff development, training, operational controls, and adherence to policies and procedures.
• Provides vision and sets direction for the organization’s overall performance of multiple major operations business functions to achieve long-term strategic objectives.
• Collaborates with peers and senior leaders to develop highly complex, multi-year projects, strategies, and goals.
• Develops and implements strategic solutions to highly complex and potentially company-wide business challenges.
• Leads a team of managers and senior professionals and develops longer-term, higher-risk strategies for Operations management to achieve business objectives.
• Collaborates with and influences all levels of professionals, including peers and senior leadership, and manages allocation of people and financial resources for Operations.
• Develops and guides a culture of talent development to meet business objectives and strategy.
• Leads or participates in various process improvements and re-engineering initiatives aligned with efficiency, effectiveness, and customer obsession efforts.
• Identifies trends through data and behaviors, uses insights for coaching, and takes responsibility for cross-site/function project leadership and influence across departments.
• Works with peers throughout the organization to develop, enhance, and implement business strategies, build external relationships in functional areas, and support recruiting and hiring needs.
• Manages team performance, leading by example and coaching on key behaviors to motivate sustained results, including proactive performance monitoring, coaching, development, recognition of strong performers, and managing underperformance.

Requirements

• Minimum 10 years of contact center experience and 8+ years of people leadership/management experience (manager of managers); fraud experience preferred.
• Minimum 4 years of banking/financial services experience.
• High energy with strong leadership capability.
• Extensive experience managing supervisors/team leaders.
• Excellent written and verbal communication skills; ability to partner effectively to achieve functional goals.
• Ability to work independently in a dynamic environment with multiple deadlines and shifting priorities; high attention to detail.
• Strong controls mindset and understanding of banking regulations; experience planning and managing events or projects.
• Strong project management and presentation skills, paired with business acumen.
• Excellent organizational and time management skills with demonstrated prioritization ability.
• Excellent coaching and mentoring skills; strong analytical and problem-solving capabilities.
• Flexibility to work any shift, including weekends.

Benefits

• Comprehensive health care coverage, including on-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support and financial coaching.

Pay

Competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.

About the team

Our Consumer & Community Banking division serves 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 lead the U.S. in credit card sales and deposit growth, offer the most-used digital solutions, and rank first in customer satisfaction. The team helps manage money with checking, savings, and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.