Credit Operations Manager I

You will be at the forefront of shaping our credit policies and managing credit risk. This role offers an exciting opportunity to lead a team, drive strategic initiatives, and contribute to the growth and success of our credit operations.

As a Credit Operations Manager I within the Credit Operations team, you will play a pivotal role in shaping our credit policies and managing credit risk. You will lead a team to achieve performance targets while aligning with our organizational goals and risk management strategies. In this role, you will help shape and implement credit policies, manage credit risk through strong operational execution, and drive process improvements that enhance efficiency, quality, and customer/employee experience. Your expertise will be crucial in solving problems, making impactful decisions, and ensuring compliance with technical standards. You will foster cross-functional collaboration, manage conflicts, and leverage technology to optimize processes. Additionally, you will mentor your team, delegate tasks effectively, and think strategically to drive our credit operations forward.

Job responsibilities

• Develop, implement, and maintain credit operations policies and procedures that align with organizational goals, risk strategy, and regulatory expectations.
• Lead, coach, and mentor a diverse team to achieve service, quality, and productivity targets; build an engaged, high-performance culture.
• Execute business initiatives through effective communication with employees, peers, leadership, and partner teams; create and deliver executive and external reporting and communications as needed.
• Make informed decisions using independent judgment, subject matter expertise, and documented policies/procedures, supported by strong relationships with critical business partners.
• Identify and own end-to-end process improvement opportunities, including recommending solutions, developing training content, implementing changes, and managing process/policy updates.
• Ensure all work is processed within assigned service levels and meets Legal/Compliance requirements and firm risk and controls guidelines.
• Independently handle escalations and manage conflicts within the team and across departments through collaboration, negotiation, and problem-solving.
• Leverage technology and advanced computer literacy to optimize credit assessment, approval, and ongoing credit operations workflows.
• Apply strategic thinking and prioritization to plan and execute initiatives that improve operational efficiency and effectiveness.
• Manage performance through ongoing coaching, proactive monitoring, recognition of strong performance, and addressing performance gaps when needed.
• Demonstrate firmwide Manager Capabilities, regularly seek feedback, and document impact through periodic check-ins and year-end self-evaluation.

Required qualifications, capabilities, and skills

• 3 years of experience in customer service and/or the operational function being managed; credit operations experience strongly desired.
• Demonstrated expertise in credit operations and credit risk concepts, including policy and procedure execution.
• Proven ability to lead, mentor, and develop employees while delivering performance targets and sustained results.
• Strong verbal and written communication skills, including the ability to present updates and reporting to leadership.
• Strong decision-making and influencing skills; ability to apply policies/procedures and exercise appropriate judgment and empowerments.
• Change management experience, including implementing process improvements and driving adoption through communication and training.
• Proficient conflict management skills with a demonstrated ability to resolve issues within a team and across departments.
• Advanced proficiency with computer systems and technology to optimize workflows and solve operational problems.
• Strong prioritization and strategic thinking skills to manage multiple initiatives and deadlines.
• Data analysis skills to monitor performance, identify trends/root causes, and drive targeted actions.
• Successful completion of required training and an evaluation assessment to earn role-specific lending authority.

Preferred qualifications, capabilities, and skills

• Previous financial industry experience, particularly in credit operations, servicing, or risk-related operations.
• People management experience (including direct management of Specialists and/or Analysts).
• Experience partnering cross-functionally to deliver initiatives and improve end-to-end processes.
• Knowledge of regulatory requirements and compliance expectations related to credit operations.
• Experience leveraging technology to enhance operational controls and efficiency.
• For call-center aligned roles: 2+ years of experience in a call center environment.

Work Schedule 

• Work schedule will vary. Candidates must be willing to work during operating hours of 8:00am to 8:00pm ET, with rotating weekends as needed, which may include evenings, weekends, and holidays.

Chase 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