Lead a team to provide customer insights, set scorecard frameworks, align performance metrics, and analyze business targets.

As a Performance Scorecard and Reporting Lead Vice President within the Customer Operations team, you will be responsible for delivering performance scorecards, establishing a balanced scorecard framework, and ensuring alignment across all operational functions. Your role will involve change management, target modeling, creating pilot scorecards, and collaborating with external teams for automated scorecard reporting to provide performance insights for data-promoten decisions. You will ensure that performance measures are balanced across Customer, Controls, Efficiency/Productivity, and People, comply with local regulations, and align with JPMC Firmwide Dimensions. As part of the Report Production Team, you will also be tasked with the timely production and delivery of semi-automated reports, focusing on data extraction, transformation, and loading, while promoting initiatives for efficiency and report automation. Your role will require effective communication with senior stakeholders, a quick understanding of business requirements, and ensuring compliance with Firmwide governance and procedures.

 

Job Responsibilities:

- Lead and manage the Performance Scorecard and Reporting Production Teams.
- Establish a balanced scorecard oversight and governance framework.
- Facilitate an end-to-end scorecard change management process.
- Routinely recalibrate scorecard goals to enhance business performance.
- Model performance measures to normalize performance distribution and run pilot programs for new scorecards.
- Partner with stakeholders to leverage fully automated scorecard reporting.
- Align scorecard goals with Firmwide Dimensions.
- Support data-driven decision-making through performance insights.
- Drive innovation, consistency, and governance in the Report Production Team.
- Ensure alignment with privacy and data governance principles and collaborate with operations heads in a scrum team.

 

Required qualifications, capabilities and skills 

- Minimum 8 years of experience in business analytics and data-related roles, specifically within contact center operations within the banking/financial services industry
- Minimum 5 years of experience in inclusive leadership, promoting an inclusive work environment.
- Exemplifies high standards of ethics and integrity, with the ability to work effectively in diverse teams.
- Interested in cultural change and understanding global cultural needs.
- Utilizes an agile and flexible leadership style, capable of influencing in various situations.
- Experienced in performance scorecard reporting, management, and governance.
- Advanced Excel skills, including Index Match, XLOOKUP, Analysis Toolpak, and VBA.
- Working knowledge of statistical tools such as Python, with strong data visualization skills.
- Strong analytical, problem-solving, communication, and presentation skills, able to simplify complex data for non-data users.
- Proficient in MS Office, with experience in Scrum, JIRA, and Confluence, and strong interpersonal and organizational skills.

-Expertise around performance scorecards, statistics/mathematics, data storytelling, and insights

 

Preferred qualifications, capabilities and skills 

 Experience working in an Agile / Scrum Proficient in data wrangling tools like SQL and Alteryx, with certifications being advantageous.