Are you ready to shape the future of client onboarding and servicing at JPMorganChase? As a Vice President, Business Transformation Manager, you will drive impactful change across a global organization, introducing AI-enabled capabilities and delivering measurable improvements for clients and colleagues. Join us to lead transformation, foster innovation, and ensure safe, well-controlled adoption of new workflows.
Job summary
As a Vice President, Business Transformation Manager in Client Onboarding & Service, you lead change, adoption, and value realization for onboarding and servicing improvements. You partner with product, technology, operations, and control teams to deliver well-controlled releases, practical enablement, and durable adoption. You manage a global team and coordinate virtual teams, bringing structure, clear communication, and measurement to support safe rollout of new capabilities, including AI-enabled workflows with robust operational guardrails. Success in this role looks like consistent delivery of change that lands well with end users and improves servicing performance.
Job responsibilities
- Coordinate change and release readiness across the business in partnership with product, technology, operations, risk, and controls, ensuring clear criteria, artifacts, and decision records.
- Build alignment on scope, outcomes, risks, and trade-offs; prepare concise, decision‑ready updates for working groups and senior forums.
- Develop and deliver communications and enablement tailored to the audience, including role‑based training, frontline playbooks, and change‑agent support.
- Stand up post‑release support routines (triage, escalation, defect monitoring) and transition cleanly to business‑as‑usual ownership.
- Establish adoption and benefits tracking, using data to surface issues early and support course correction; provide clear executive reporting.
- Embed operational guardrails for AI‑enabled servicing in partnership with Technology, Model Risk, Compliance, and Data teams.
- Lead the transformation of legacy processes, procedures, and tools, improving efficiency and client experience.
- Lead and manage a small global team, coordinating virtual teams to deliver transformation outcomes.
Required qualifications, capabilities and skills
- Proven enterprise change leadership across complex, cross‑functional transformations, including release readiness and governance. Competent in using JIRA and Confluence.
- Strong ability to drive adoption at scale through clear communications, practical enablement, and effective stakeholder engagement; develop and run communications and enablement that fit the audience, including role‑based training, frontline playbooks, and a practical change‑agent approach where needed.
- Experience leading and managing global teams.
- Data‑driven approach to tracking adoption, operational performance, and benefits against agreed targets.
- Experience redesigning processes and retiring legacy workflows, including cutover planning and operating model alignment.
- Working knowledge of AI‑enabled servicing and operational considerations for safe deployment (e.g., human‑in‑the‑loop, escalation, monitoring/auditability).
- Strong risk and control mindset, with experience partnering through documentation, approvals, and audit/exam support.
- Significant experience delivering business transformation in financial services; onboarding and/or servicing experience.
- Experience working within structured transformation governance and release readiness environments.
Preferred qualifications, capabilities and skills
- Experience operationalizing AI‑enabled capabilities and engaging with AI/model governance and control stakeholders.
- Change and delivery certifications and methods (e.g., PMP/Prince2, Agile) and familiarity with Lean and service design/journey mapping.
- Comfort with common change/portfolio tools and KPI visualization/benefits tracking.
- Strong executive writing and presentation skills, with the ability to simplify complex topics and drive clear decisions.
- Bachelor’s degree preferred.
