Business Operations Manager

The CABO (Chase Auto Business Oversight) team serves as the first line of defense dedicated to overseeing processes and supporting business initiatives related to Auto's lending practices for both customers and dealers. The team's primary objective is to promptly identify outlier performance and recommend corrective actions that effectively balance risk mitigation with the enhancement of customer and dealer experiences.

Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.

As an Aftermarket Products Operations Manager in auto finance, you will be  overseeing and monitoring the sale of aftermarket products, also referred to internally as Voluntary Protection Products, within CABO. This individual will monitor advance policy limits to ensure alignment with industry standards and competitiveness, while overseeing dealer sales practices to identify outliers in product offerings and pricing. Conducting analysis, they will make recommendations on appropriate actions, including modifications to Credit Requirements as needed. This role also involves oversight of proactive processes to safeguard our customers through monitoring of complaint data and facilitation of resolution if needed. In this capacity, the Aftermarket Products Operations Manager will partner closely with the CABO Aftermarket Practices Manager, Legal, Risk, Originations, and customer-facing teams across the business to facilitate resolution and determine appropriate corrective actions.

Job responsibilities

• Study and assess regulatory, operational, financial, or reputational risks related to aftermarket practices through continuous engagement with business stakeholders.
• Monitor internal performance data, customer sentiment, and external events to identify outliers or underperformance in aftermarket product sales and practices.
• Conduct portfolio analysis of Aftermarket Products, analyze Aftermarket Credit Requirements exceptions by dealer, and recommend appropriate actions to correct any issues.
• Ensure aftermarket products are properly serviced across all stages of the account lifecycle, providing support for related training and reference materials employed by the business.
• Act as a liaison with sales partners who interact with the dealer, facilitating communication and collaboration to ensure alignment and effective execution of aftermarket practices.
• Collaborate with relevant teams to understand the impacts of identified risks and performance issues.
• Advocate for solutions or corrective actions to address identified risks using data and factual analysis, specifically within the context of aftermarket practices.
• Communicate activities and findings with the Auto Leadership Team, business stakeholders, and second line of defense partners.
• Escalate significant risks or issues related to aftermarket practices to Auto Finance Risk (Credit, Reputational) or Control Sub-committees/Committees for further evaluation and action.

Required qualifications, capabilities and skills

• Knowledge of the auto finance industry
• Effective communication skills in planned and ad hoc situations; articulate in verbal and written communication to all levels of the organization.
• Strong analytical skills - must be able to distill large amounts of data down to critical elements needed for decision-making

Preferred qualifications, capabilities and skills

• Understanding of the aftermarket products industry and providers, as well as the associated sales process by dealers.
• Ideal candidate will have aftermarket products knowledge/experience, worked for a product company or in a dealership, or have held a comparable sales or marketing position.
• Understanding of auto finance originations processes including Sales/Credit Management/Funding, and Risk Management, 
• Customer service in auto industry
• Strong interpersonal skills with a track record of initiative, resourcefulness, and creative problem solving.
• Ability to handle multiple competing priorities with a sense of urgency.
• Goal-oriented self-starter with proven ability