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, you will be responsible for delivering Customer Operations Performance Scorecards, establishing a framework and governance model on balance scorecards, and ensuring alignment across all operational functions and roles. This will include Change Management, target modeling and routinely re-calibrating goals, creating pilot scorecards, producing scorecards, partnering with external teams in leveraging fully automated scorecard reporting, and providing performance insights that will help operational leaders drive data and performance-driven decisions.  This role also ensures that the approach to operations performance measures is balanced across, Customer, Controls, Efficiency/Productivity, and People, is fair/consistent, is compliant on local regulatory requirements, and that the measures have an alignment with the JPMC Firmwide Dimensions. The role is also accountable to providing performance analysis of operations performance (from business to individual level) that will support execution of performance management in operations all done in a well-controlled environment and aligned to data governance expectations. The Report Production Team is responsible for the timely production and delivery of reporting requirements (semi-automated), which includes data extraction, transformation, and data loading (ETL) book of work. The lead for this team will be accountable for timely and accurate delivery of reporting team book of work and will be responsible driving initiatives to improve efficiency and to achieve report automation opportunities, where possible. The right person for this role will also ensure that all reports in scope have the right governance and procedures in place to remain compliant with Firmwide expectations. The Performance Scorecard and Reporting Lead will be dealing with senor stakeholders within Customer Operations and Support functions, so ability to quickly grasp business requirements and to articulate thoughts well are essential skills to be successful in this role. 

 

 

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.