You will focus on business results by offering options and finding solutions to support employees, internal customers, and stakeholders
As an Operations Team Manager in the Overdraft Collections department, you will lead a team that supports business outcomes through strong execution, coaching, and continuous improvement. You will partner with product and technology teams to plan and deliver User Acceptance Testing (UAT) for technical enhancements, ensuring solutions meet business requirements and client expectations. You will communicate progress, surface risks, and remove blockers to keep work moving on time. You will also help the team adopt improvements through updated training and resources after new features are released.
Job Responsibilities
- Lead team performance by coaching key behaviors, recognizing achievements, and addressing underperformance through performance management practices.
- Run regular huddles to share UAT progress, confirm deadlines, and resolve blockers.
- Partner with product and technology teams to plan, coordinate, execute, and document UAT for product enhancements.
- Coordinate collaboration between product teams and testers, including scheduling onsite visits and enabling strong engagement.
- Execute UAT activities to validate solutions against business requirements and client expectations.
- Document UAT results and provide clear, actionable feedback to product and technology partners.
- Develop and update training materials and resources following validated product enhancements.
- Drive process improvements by proposing and implementing ideas that improve efficiency and quality.
- Execute business initiatives through effective communication across employees, peers, leaders, and lines of business.
- Prepare and deliver executive and external reports and communications as needed.
- Travel between Easton (Vision Dr.) and Polaris Parkway multiple times per week to support business needs.
Required Qualifications, Capabilities, and Skills - Bachelor's degree or equivalent work experience leading call centers or managing product testing cycles.
- Strong attention to detail, accuracy, and understanding of end-to-end business processes.
- Ability to manage complex customer interactions with empathy, composure, and sound judgment.
- Ability to work efficiently in fast-paced, dynamic, results-driven environments.
- Strong problem-solving, communication, information gathering, and decision-making skills.
- Ability to learn new products and systems quickly and seek feedback for continuous improvement.
- Demonstrated ability to work independently and collaboratively as part of a team.
- Ability to coordinate multiple stakeholders and deliver to deadlines.
Preferred Qualifications, Capabilities, and Skills - Experience participating in product testing, UAT, or process improvement initiatives.
- Familiarity with financial services, call center operations, or technology-driven environments.
- Interest in technology, product development, or quality assurance.
ABOUT USChase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAMOur Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
