Mortgage Operations & Strategy Lead

JPMorgan Chase & Co.; Jacksonville (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. in Jacksonville seeks an Operations Manager to lead a team delivering analytical support, process improvements, and strategic initiatives across the mortgage servicing lifecycle.

You will partner with Servicing Operations, Technology, Risk, Compliance, Legal, and Product to define and deliver the product roadmap, oversee BRDs, UAT, and control requirements, and drive efficiency and customer outcomes.

Qualifications

• Bachelor’s degree in business or finance required.
• Mortgage servicing experience, including familiarity with Black Knight MSP.
• Proven leadership of teams and cross-functional collaboration.
• Experience in product or program management and delivering initiatives.
• Strong in requirements definition (BRDs) and validation testing.
• Skilled in UAT, process change management, and controls.
• Analytical thinker with problem-solving and strategic mindset.
• Proficient with SQL, databases, and data tools like Alteryx.

Responsibilities

• Develop comprehensive BRDs capturing stakeholder needs and objectives.
• Create and validate report logic aligned with business requirements.
• Lead a team of business analysts to deliver requirements.
• Provide clear feedback to staff and management on progress.
• Present goals and status updates to senior leaders.
• Manage cross-line-of-business initiatives and dependencies.
• Evaluate market trends, customer feedback, and regulatory changes.
• Drive process improvements to boost efficiency and effectiveness.
• Oversee project implementations ensuring timely delivery.
• Document requirements, testing evidence, and implementation plans.
• Escalate risks and issues to maintain alignment with goals.

Skills

Mortgage servicing

People leadership

BRD requirements

Product/program management

UAT testing

Data analysis

SQL

Databases

Alteryx

Stakeholder management

Process optimization

Education

Bachelor’s degree in business/finance

Tools

SQL

Databases

Alteryx

Job description

JPMorgan Chase & Co. in Jacksonville seeks an Operations Manager to lead a team delivering analytical support, process improvements, and strategic initiatives across the mortgage servicing lifecycle.

You will partner with Servicing Operations, Technology, Risk, Compliance, Legal, and Product to define and deliver the product roadmap, oversee BRDs, UAT, and control requirements, and drive efficiency and customer outcomes.