Location: Chicago, IL, United States

Join a collaborative team at J.P. Morgan Wealth Management, where we lead digital client support and communication across multiple platforms. Our group is committed to delivering best-in-class service, fostering innovation, and supporting the growth of our wealth management business. Be part of a team that values inclusivity, continuous improvement, and operational excellence.

As the Vice President, Case Management Operations Manager, you will lead Client Service/team Leaders overseeing teams of Case Managers and professionals that may include the Secure Message Center, Digital Support, Debit/Margin & Options, Securities Based Lending, Client Communication, Document Support and/or Transaction processing teams. You will guide cross-functional partnerships, implement process enhancements, and ensure all team members have the tools needed to excel. Collaborate with leaders across service centers and locations to deliver a seamless client experience and support the strategic growth of J.P. Morgan Wealth Management.

Job Responsibilities

• Lead direct reports, including front-line managers, across five functional teams to ensure all functions are completed within stated service levels
• Guide a high-performance culture by modeling core values and fostering an inclusive environment where a diverse workforce thrives
• Serve as subject matter expert for assigned functions and product offerings, including Self-Directed Investing, Securities Based Lending, and Secure Message Center
• Oversee work queues and tasks supporting product offerings, ensuring timely completion
• Develop and implement operational policies, procedures, risk controls, and metrics for the evolving operating environment
• Recommend and implement enhancements to improve service and system effectiveness and efficiency, maintaining a proactive approach to continuous improvement
• Represent the department and present business updates to senior management
• Guide business results with a focus on efficiency and support the strategic growth of J.P. Morgan Wealth Management
• Ensure compliance with approved procedures, controls, and protocols, maintaining continuous audit readiness and reviewing control testing and metrics adherence
• Lead client experience initiatives by prioritizing key deliverables, advocating for clients, and recommending improvements to the Self-Directed Platform
• Partner with peer teams in the Client Service Center, Advisor Service Center, and Business Service Center, and collaborate with the Manila DSC Vice President to foster cross-team efficiencies and strengthen partnerships between U.S. and Manila Digital Service Center teams

Required qualifications, capabilities, and skills

• FINRA Series 7, 63 (or equivalent) require, and principal licensing Series 9/10 and ability to hold registration in all 50 states and territories required
• Demonstrate ability to lead, develop, and coach high-performing teams across multiple locations
• Possess a deep understanding of investment services, brokerage products, and financial markets
• Exhibit outstanding communication skills, with a focus on clarity, detail, and effective collaboration
• Showcase strong organizational skills and ability to manage multiple priorities in a fast-paced environment
• Display a high level of professionalism, urgency, and commitment to delivering results
• Bring expertise in operational risk management, controls, and audit readiness within a regulated environment
• Serve as an innovative problem-solver with a continuous improvement 

Guide the day-to-day operations of a dynamic Case Management department supporting J.P. Morgan Wealth Management clients.