Operations Manager II

Operations Manager

Join our dynamic team as an Operations Manager and embark on a rewarding career where you can make a significant impact. In this role, you will lead a team responsible for providing analytical and project support, driving process improvements, and supporting key initiatives. You will have the opportunity to expand your skills in a supportive and collaborative environment, contributing to our mission while advancing your career.

As an Operations Manager in the Pre-Approved Solutions team, you will be responsible for defining, prioritizing, and delivering servicing capabilities that improve customer experience, operational efficiency, regulatory compliance, and business outcomes across the mortgage servicing lifecycle. You will serve as the primary liaison between Servicing Operations, Technology, Risk, Compliance, Legal, Controls, and Product partners to develop and execute the product roadmap. You will own strategic initiatives from ideation through implementation, ensuring solutions align with customer needs, investor requirements, regulatory obligations, and firm objectives.

Job responsibilities:

• Develop comprehensive Business Requirements Documents (BRDs) that capture stakeholder needs and project objectives.
• Create and validate report logic to ensure accuracy and alignment with business requirements.
• Lead a team of business analysts in executing requirements and delivering agreed outcomes.
• Provide clear, consistent feedback to staff and management on performance, progress, and issues.
• Present business goals, objectives, and status updates to senior leaders.
• Manage cross–line of business initiatives, including dependencies and resource conflicts.
• Evaluate market trends, customer feedback, regulatory changes, and operational pain points to identify opportunities.
• Drive process improvements and key initiatives to enhance operational efficiency and effectiveness.
• Oversee project implementations to ensure timely delivery, improved performance, and controlled environments.
• Document requirements, testing evidence, and implementation plans, and manage scope changes.
• Escalate risks and issues as needed to maintain alignment with original expectations and deliver intended outcomes.

Required qualifications, capabilities, and skills:

• Qualified with a bachelor's degree in business/finance (or equivalent experience).
• Experienced in mortgage/mortgage servicing, including seasoned experience with Black Knight (MSP) or similar servicing platforms.
• Seasoned in people leadership, motivating teams, setting objectives, and making sound decisions.
• Proven in product/program management and delivering initiatives that improve performance and strengthen controls.
• Skilled in requirements definition (BRDs) and validation testing across the delivery lifecycle.
• Adept at implementation support, including UAT/testing, process change management, and meeting Oversight/Control requirements.
• Analytical with strong critical thinking and structured problem-solving to develop innovative solutions.
• Strategic with a big-picture mindset and continuous focus on process efficiency opportunities.
• Capable of designing and optimizing workflows to drive operational efficiencies.
• Proficient with data and tooling, including SQL, databases, Alteryx, and related development/management.
• Effective in communication and stakeholder management, partnering across all management levels and prioritizing multiple initiatives under pressure.

Preferred qualifications, capabilities, and skills:

• Sig Sigma or other applicable certifications

About Us

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

About the Team

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. For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.