Strategic Mortgage Operations Leader

JPMorganChase; Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Base salary with potential incentives

Health care coverage

Retirement savings plan

Job summary

Chase is a leading financial services firm dedicated to helping households and businesses achieve their financial goals. This Operations Manager role in the Pre-Approved Solutions team defines, prioritizes, and delivers servicing capabilities that improve customer experience, efficiency, and compliance across the mortgage servicing lifecycle.

You will coordinate with Operations, Technology, Risk, Compliance, Legal, Controls, and Product partners to drive the roadmap and execute strategic

Qualifications

• Bachelor's degree in business/finance or equivalent experience.
• Experienced in mortgage servicing and platforms like MSP (Black Knight) or similar.
• Proven leadership of teams and delivery of initiatives that improve performance and strengthen controls.
• Strong experience in product/program management and requirements definition (BRDs).
• Experience with UAT/testing, change management, and Oversight/Control requirements.
• Analytical thinker with structured problem-solving and big-picture process improvement orientation.
• Proficient with data tooling (SQL, databases) and related development/management.

Responsibilities

• Develop BRDs capturing stakeholder needs and project objectives.
• Create and validate report logic ensuring alignment with business requirements.
• Lead a team of business analysts to deliver outcomes.
• Provide feedback on performance, progress, and issues to staff and management.
• Present goals, objectives, and status updates to senior leaders.
• Manage cross-line of business initiatives and handle dependencies.
• Evaluate market trends, regulatory changes, and pain points to identify opportunities.
• Drive process improvements to enhance efficiency and effectiveness.
• Oversee project implementations for timely delivery and controlled environments.
• Document requirements, testing evidence, and implementation plans; manage scope changes.
• Escalate risks and issues to maintain alignment with expectations.

Job description

Chase is a leading financial services firm dedicated to helping households and businesses achieve their financial goals. This Operations Manager role in the Pre-Approved Solutions team defines, prioritizes, and delivers servicing capabilities that improve customer experience, efficiency, and compliance across the mortgage servicing lifecycle.

You will coordinate with Operations, Technology, Risk, Compliance, Legal, Controls, and Product partners to drive the roadmap and execute strategic