Operations Division Leader

Make an impact where accuracy, judgment, and strong controls protect customers and the firm. Join a team that values thoughtful leadership, continuous improvement, and partnership across functions. You’ll help shape how complex claims work is delivered - efficiently, consistently, and with high quality. As an Operations leader, bankruptcy and probate claims in Claims operations, you will lead daily execution, strengthen the risk and control environment, and drive continuous improvement across bankruptcy proof of claim and probate claims activities. You will coach and develop a team, ensure timely and accurate delivery against service expectations, and partner closely with external law firms and internal stakeholders to resolve exceptions, manage operational risk, and improve processes. Job responsibilities

• Lead, coach, and develop a team to achieve customer, quality, and operational objectives.
• Manage daily workflows, staffing, assignments, and priorities to ensure work is completed within established service-level agreements.
• Set clear performance expectations and provide regular feedback, recognition, and corrective coaching.
• Monitor key performance indicators, management reports, quality results, and operational trends to identify improvement opportunities.
• Facilitate regular team meetings and coaching sessions to communicate priorities, review performance, and support development.
• Resolve escalated customer, employee, or operational issues by coordinating with appropriate partners for timely outcomes.
• Maintain adherence to applicable policies, procedures, regulatory requirements, and risk-management standards.
• Identify process gaps and lead initiatives to improve efficiency, quality, customer experience, and operational controls.
• Partner with cross-functional stakeholders to coordinate work, resolve dependencies, and support business objectives.
• Support talent activities including interviewing, hiring, onboarding, succession planning, and career development.
• Communicate business results, emerging risks, resource needs, and recommended actions to senior management and stakeholders.

Required qualifications, capabilities, and skills

• Demonstrated experience leading employees, projects, workflows, or business initiatives.
• Strong coaching, team-building, and employee development skills.
• Effective written and verbal communication skills, including communicating with employees, customers, and senior leaders.
• Proven ability to manage competing priorities, organize work, and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills, including identifying root causes and implementing sustainable solutions.
• Working knowledge of operational risk, internal controls, quality assurance, and compliance requirements.
• Ability to use performance metrics and business data to evaluate results and make informed management decisions.

Preferred qualifications, capabilities, and skills

• Previous formal people-management or supervisory experience.
• Experience supporting bankruptcy and/or probate claims in banking, financial services, operations, customer service, or another regulated industry.
• Advanced knowledge of relevant products, processes, systems, or services aligned to the team’s scope.
• Experience managing performance processes, including coaching plans, development plans, performance reviews, and corrective actions.
• Demonstrated success leading process improvement, change management, or operational efficiency initiatives.
• Strong relationship-building and influencing skills across multiple departments and levels of management.
• Experience leading teams through the adoption and utilization of AI-enabled analytics, workflow automation, or intelligent process tools to improve operational efficiency and accuracy, reduce manual effort, and support consistent, well-controlled execution through coaching, change adoption, and continuous improvement.

Additional information

• Visa sponsorship is not available for this position.
• Work schedules will be full-time in office.

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. 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 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, paid in the form of cash and/or forfeitable equity, 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.

Equal Opportunity Employer/Disability/Veterans