Firmwide Bankruptcy Ops Quality Manager

Job Description
JPMorgan Chase is seeking a proactive and detail-oriented Quality Manager to lead quality oversight across our Firmwide Bankruptcy Operations team, Specifically our intake, notifications, account tagging, and monitoring processes within our Operations division. This role is responsible for ensuring operational accuracy, compliance, and efficiency, while driving cross-skilling initiatives to build a more agile and versatile workforce.
The Quality Associate I will oversee quality reviews, ensure strict adherence to procedures, develop robust monitoring frameworks, and collaborate with process owners to strengthen controls. This leader will manage a team of Quality Specialists, providing coaching, guidance, and development opportunities, and will support training and cross-skill initiatives to expand team capabilities in line with evolving business needs.
Key Responsibilities

• Lead and manage a team of Quality Specialists IV, fostering professional growth and team development.
• Build, implement, and oversee the Operations Quality Program focused on Firmwide Bankruptcy processes
• Develop and maintain quality standards, scorecards, and audit procedures for operational processes.
• Conduct independent reviews to ensure accuracy in processes
• Monitor key processes to identify gaps, exceptions, or trends requiring escalation.
• Partner with process owners to clarify and improve standard operating procedures (SOPs).
• Track and report on quality metrics (accuracy, error rates, timeliness, exceptions) to leadership.
• Identify root causes of recurring errors and implement Corrective and Preventive Actions (CAPA).
• Provide coaching and training feedback to strengthen process compliance and reduce repeat errors.
• Collaborate with workforce management and training teams to support cross-skilling initiatives and build multi-functional expertise across staff.
• Deliver executive-level reports and recommendations on quality trends, risks, and opportunities for process improvement.

Qualifications

• Bachelor's degree in Business, Operations Management, Compliance, or related field preferred but not required
• 5+ years of experience in quality assurance, process improvement, or operational monitoring within a regulated industry.
• Proven experience managing quality reviews.
• Strong analytical skills with ability to identify trends and perform root cause analysis.
• Exceptional written and verbal communication skills.
• Proficiency with monitoring systems, quality tracking tools, and Microsoft Office Suite.
• Demonstrated ability to balance independence with collaboration across teams.

Preferred Skills

• Bankruptcy knowledge preferred but not required
• Lean Six Sigma or equivalent process improvement certification.
• Experience leading cross-skill initiatives or workforce development programs.
• Background in compliance-heavy or regulated environments.
• Strong change management and leadership skills.

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.
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.