Performance Consulting is a dedicated internal consulting group that is highly visible and a critical component of Consumer and Community Banking Operations. The team partners with business and functional leaders to re-engineer core components of our business, from diagnostic work and designing innovative, streamlined ways of working to implementing solutions that drive measurable results. We are a driving force behind transformative business initiatives that advance operational excellence across the organization. Our mission is to redefine how work gets done by optimizing end-to-end processes, elevating the customer experience, and fostering a culture of continuous improvement. By enhancing employee engagement, mitigating risk, and delivering meaningful business value, we help create lasting improvements for our clients, customers, and employees.
As a Process Improvement Associate II within Performance Consulting’s Delivery Management team, you will manage projects and defined workstreams that translate business priorities and improvement opportunities into successfully implemented solutions. You will develop and manage project plans, coordinate stakeholders and dependencies, identify and address risks and issues, and drive work toward clear milestones and outcomes. You will apply process improvement methods and structured problem solving to understand current-state processes, identify root causes and improvement opportunities, and help translate recommendations into implemented solutions. Your work will require strong collaboration, analytical thinking, and disciplined execution to deliver measurable results while ensuring alignment with applicable Risk, Control, and firmwide requirements.
Job Responsibilities
- Manage projects and defined workstreams from planning through implementation, developing and maintaining project plans, milestones, dependencies, risks, issues, and stakeholder communications.
- Partner with cross-functional stakeholders to define objectives, scope, requirements, roles and responsibilities, and desired business outcomes.
- Coordinate project activities and deliverables, proactively identifying and addressing execution risks, issues, and barriers to maintain progress against commitments.
- Apply process improvement and structured problem-solving methods to assess current-state processes, identify inefficiencies and improvement opportunities, and develop target-state designs.
- Analyze qualitative and quantitative data to evaluate process performance, identify trends, measure results, and support data-driven recommendations and decisions.
- Translate recommendations and improvement opportunities into actionable implementation plans and drive execution through successful delivery and adoption.
- Develop clear project documentation and stakeholder communications that effectively communicate progress, risks, issues, decisions, and recommendations.
- Ensure projects and deliverables are executed in accordance with applicable Risk, Control, and firmwide requirements while contributing to continuous improvement of Delivery Management practices.
Required Qualifications, Capabilities, and Skills
- 3+ years of relevant experience in project management, program support, process improvement, business transformation, operations, or a comparable delivery environment.
- Demonstrated experience managing projects, defined workstreams, or significant project deliverables from planning through implementation.
- Working knowledge of process improvement methods and tools, including process mapping, current-state assessment, root-cause analysis, and target-state design.
- Strong analytical and problem-solving skills, with the ability to analyze qualitative and quantitative information, identify trends and opportunities, and support data-driven decisions.
- Demonstrated ability to manage multiple priorities, coordinate across stakeholders, identify and address risks and issues, and drive work toward established milestones and outcomes.
- Strong written and verbal communication and interpersonal skills, with the ability to collaborate effectively across cross-functional teams and communicate progress, issues, and recommendations to stakeholders.
Preferred Qualifications, Capabilities, and Skills
- Project management or process improvement certification, such as PMP, CAPM, Lean Six Sigma, or a comparable credential.
- Experience working in financial services, management consulting or another complex, regulated environment.
- Experience supporting or delivering process improvement, operational excellence, re-engineering, or business transformation initiatives.
- Familiarity with Lean, Lean Six Sigma, DMAIC, or comparable structured process improvement methodologies and tools.
- Experience managing project deliverables or business initiatives using agile, waterfall, or hybrid delivery methodologies.
- Experience using data analysis and visualization tools to evaluate process or project performance and communicate insights.
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.
Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
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