Role Overview
J.P. Morgan Wealth Management is seeking an innovative and technically skilled Process Improvement Manager to join the Service & Operations Support organization. This role sits at the intersection of business strategy, process improvement, automation, and AI enablement, driving solutions that improve operational efficiency, reduce risk, and enhance advisor and client experiences.
The successful candidate will identify opportunities to transform business processes through automation, low-code development, advanced analytics, and artificial intelligence. This individual will partner closely with Operations, Service, Product, Technology, and senior leadership teams to develop scalable solutions that simplify work, generate actionable insights, and support strategic business objectives.
Key Responsibilities
The candidate will join a team responsible for:
- Driving continuous improvement initiatives across JPMWM Service & Supervision
- Owning process improvement and technology-enabled initiatives from discovery and requirements gathering through solution design, development, testing, implementation, governance, adoption, and ongoing enhancement.
- Create custom solutions using programming languages, low-code platforms, automation tools, and AI capabilities to solve complex business problems and drive operational efficiencies.
- Leveraging AI capabilities to enhance reporting, streamline analysis, automate recurring tasks, identify trends, and improve decision-making
- Managing and evolving service, advisor, and operational feedback programs, including Most Wanted Improvements and Send US Feedback
- Creating executive dashboards, analytics, and management reporting that drive business decisions
- Partnering with Product and Technology teams to evaluate, design, and implement strategic solutions
- Assessing emerging technologies and identifying opportunities for AI, automation, and workflow modernization
Additional Responsibilities
- Translate business challenges into scalable technology-enabled solutions
- Design and maintain operational reporting and performance measurement frameworks
- Lead requirements gathering and document business requirements, process logic, solution designs, testing criteria, controls, and implementation needs to support effective delivery, adoption, governance, and ongoing solution maintenance.
- Review operational trends, service & advisor feedback, and escalation data to identify improvement opportunities
- Perform root cause analyses and develop recommendations for sustainable corrective actions
- Prepare executive-level presentations, business cases, and strategy updates
- Ensure solutions align with applicable risk, controls, governance, and firm standards
- Serve as a subject matter expert for automation, AI, and process optimization initiatives
Preferred Skills & Qualifications
Technical & Automation Skills
- Strong coding and solution-development skills, including experience using programming languages such as Python, SQL, JavaScript, or similar technologies to build automations, analytics, integrations, and business applications.
- Advanced experience with Power Platform, including Power Apps and Power Automate
- Strong experience developing workflow automations and business solutions using Alteryx
- Experience leveraging AI tools, Large Language Models (LLMs), Microsoft Copilot, prompt engineering, and AI-assisted analytics to improve business processes
- Experience developing dashboards and visualizations using Tableau, Power BI, or similar business intelligence tools
- Ability to work with multiple data sources and perform advanced data analysis
- Experience with SharePoint Online, Microsoft Lists, and workflow-enabled solutions
- Understanding of Intelligent Solution & AI governance, responsible AI practices, and enterprise technology controls
Business & Leadership Skills
- Strong problem-solving and analytical capabilities
- Ability to independently identify opportunities and build solutions from concept to implementation
- Excellent communication and executive presentation skills
- Strong organizational, prioritization, and project management skills
- Experience managing multiple concurrent initiatives in a fast-paced environment
- Ability to influence and collaborate across Operations, Service, Product, Technology, and senior leadership teams
- Ability to translate operational pain points into solutions with measurable business outcomes, including efficiency gains, risk reduction, quality improvements, capacity creation, and enhanced advisor, client, or employee experiences.
Preferred Qualifications
- Curious, hands-on problem solver with strong business acumen and technical fluency
- Demonstrates a builder mindset and independently identifies opportunities for improvement
- Challenges existing processes and looks for smarter, more efficient ways of working
- Translates ambiguous business problems into clear, well-defined requirements
- Develops practical, scalable solutions that address business needs
- Analyzes data to identify insights and support decision-making
- Builds automations and leverages AI to improve processes and efficiency
- Documents business and technical requirements clearly
- Partners effectively with Technology and Product teams to deliver solutions
- Presents recommendations and insights confidently to senior leaders
- Focuses on delivering measurable business outcomes
- Operates within a strong risk, controls, and governance framework