JPMorgan Chase Commercial Banking - Wholesale Lending Services - Quality Program Executive in Chicago, Illinois

Quality Program Executive

Wholesale Lending Services (WLS) provides lending operations services to all major lines of businesses within JPMorgan Chase with commercial lending products. The Quality Program Executive is responsible to lead the Quality program for the overall operations. The Quality Program encompasses a common approach to Quality Control reviews as well as Quality Assurance. The Quality Program Executive will lead a strategic agenda focused on optimizing performance and Quality results for the WLS operations team more broadly as well as deliver Quality Assurance Testing on a day to day basis. This is a critical and highly visible role within the organization.


  • Sponsorship and leadership for WLS Quality Program

  • Ownership for continued transformation of Quality program across the operations

  • Direct management for a geographically dispersed Quality Assurance (QA) team

  • Leadership for Quality Program across a virtual team which includes Quality Control Analysts who are in the operations processing teams

  • Ensure sustainable Quality team development program and career path management for staff

  • Responsible for the development of error analyses including root cause evaluation and development of any process change recommendations for operations teams

  • Develop and support strategic data analysis of QA and BAU production

  • Maintain a dynamic and comprehensive resource capacity model that ensures compliance with established service level agreements and partner expectations

  • Recommend and implement resource and/or process changes to improve service performance

  • Partner closely with operational executives, technology and other key stakeholders to develop effective quality platform

  • Lead Quality projects and deliverables as assigned


  • BS/BA Degree

  • 7 -10 years financial services experience with minimum 5 years of Quality or Process management expertise

  • Lean, Six Sigma or other similar process quality tool expertise

  • Demonstrated knowledge of quality assurance testing methodologies, including risk based sampling methodologies

  • Demonstrated ability to guide and drive quality improvement solutions

  • Demonstrated experience making independent critical fact based decisions while understanding the appropriate escalation points

  • Strong organization, attention to detail, time management, planning skills and the ability to handle multiple competing priorities

  • Demonstrated ability to communicate effectively to multiple levels of management, both written and verbal

  • Knowledge of risk management tools

  • Strong analytical skills and ability to isolate the root cause

  • Ability to lead, challenge and adopt a changing business landscape

Preferred Qualifications:

  • Demonstrated ability to lead a diverse team in multiple geographies

  • Working knowledge of loan operations environment and corresponding regulations/laws

  • Strong influencing and negotiation skills

  • Strong relationship management skills

  • Proficiency in Microsoft Office


  • Role will be based in Chicago with less than 25% travel

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.