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Process Engineer Senior

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Job Snapshot
Location:
Wilmington, DE 19801 (map it!Map it! )
Employee Type:
Full-Time
Industry:
Banking - Financial Services
Manages Others:
Not Specified
Job Type:
Management
Experience:
Not Specified
Travel:
None
Division:
Human Resources
Post Date:
11/5/2009
Contact Information
Ref ID:
090054558
Description

JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients.


If you're interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then explore the opportunities at JPMorgan Chase.  Further information about careers at JPMorgan Chase can be found on our website: www.jpmorganchase.com.

 

As a Process Engineer Senior you will manage all customer self service applications for Chase Card Services Customer Support Division (CSD).  Applications include: 

  • Online collections application
  • Inbound VRU
  • Outbound VRU
  • Inbound Call Routing Systems
     
    Establishes customer self service strategy for CSD.  Identifies technology and process opportunities to improve customer self service channels, develops a strategic plan for customer self service applications and executes this long term plan.  Partners with other business areas to gather inputs and create consensus on long term vision.
     
    Analyzes and designs new complex processes and manages existing complex processes assigned. Provides business leadership for the Contact and Process Engineering team.  
     
    Leads the analysis of complex cross-organizational processes and integrated systems applications to develop and implement process improvement plans and projects that ensure best ROI, customer quality, responsiveness and time-to-market results. Organizes, leads and drives process improvement plans and projects across multiple systems, functions and organizations.  Establishes and manages operations processes, projects and programs. May manage technology integration activities and projects.  Manager a team of process engineers and process analysts.
     
    Manages multiple technology Vendors.  Ensures service levels, contract terms and budgets are achieved with each vendor.  Partners with the procurement team on contract amendments new schedules and request for proposals when needed.  Analyzes new external technology opportunities. Works with existing and future vendors to develop product roadmaps.
     
    Manages Customer Satisfaction Survey processes for self service applications.  Identifies survey populations develops survey questions and creates customer satisfaction improvement plans based on results.
     
    Responsible for inbound and outbound telephony capacity planning.  Analyzes current telephony inbound and outbound dialer, PBX and line capacity. Analyzes forecasted staffing to identify any future capacity gaps.  Works with GTI to close any capacity gaps.
     
    Responsible for Caller ID outpulse process and the return call process.  This process requires the establishment of a caller ID strategy for as many as 10 call centers and nationwide testing of this process.  
     
    Responsible for data management and reporting for customer self service applications.  Partners with systems and reporting teams to ensure the appropriate data and reporting are available to manage each application. 
     
    Responsible for conducting business analysis of each managed application and creating business cases for future enhancements.
     

     


     

    • Requirements
    • Experience with collection applications.
    • Experience with automated customer self service applications.
    • Experience with complex business process design and continuous improvement efforts or equivalent combination of training and experience.
    • Experience with process analysis, design and management of products, services and activities. 
    • Experience and knowledge of process improvement concepts, tools and techniques including performance measurement. 
    • Experience leading large or complex process improvement and re-engineering projects.  
    • Demonstrated excellent analytical and logical thinking.  Proven creative problem solver; ability to champion change and influence people to adopt new ways of performing work.
    • Demonstrated effectiveness in interpersonal and verbal and written communication skills interfacing with management and with external suppliers.
    • Ability to create and maintain financial analyses and business case models. 
    • Demonstrated ability to design complex processes that include vendors and other third parties as well as internal systems. 
    • Demonstrated ability to integrate technology with process design.  Ability to analyze strategic aspects of assigned areas of responsibility.
    • Ability to identify, analyze and recommend innovation ideas for the supported business area.


    JPMorgan Chase offers an exceptional benefits program and a highly competitive compensation package.

    JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V

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