Role Overview
As a VP Manager in HR Quality Controls, you will lead the HR Quality Assurance Team, setting the quality strategy, operating, and performance standards across global Employee Help and Employee Relations processes supporting 265,000+ employees. You will drive a strong controls culture, deliver measurable improvements in quality outcomes, and partner with HR operations and control functions to reduce operational risk and improve employee experience.
Job Responsibilities
- Manage and develop a team of QA analysts, including hiring, onboarding, goal-setting, coaching, and performance reviews.
- Establish capacity planning, coverage models, and workload balancing to meet monthly/quarterly QA targets.
- Create succession and cross-training plans to ensure resilience and continuity across time zones and peak periods.
- Lead calibration sessions with internal teams and stakeholders to ensure consistent scoring and interpretation of policy.
- Maintain and evolve SOPs/playbooks and ensure adherence to strict guidelines for investigation and documentation.
- Ensure alignment with firmwide control programs and reporting requirements.
- Act as a senior point of contact for HR operations leaders, Employee Relations partners, and control stakeholders on quality performance and trends.
- Influence process owners to adopt systemic fixes; negotiate priorities and timelines across multiple teams.
- Provide executive-ready reporting and synthesize trends into actionable recommendations.
- Own dashboards/KPIs (e.g., defect rate, repeat errors, aging, rework, SLA impact, training effectiveness, risk themes).
- Identify opportunities for automation/standardization in QA workflows and reporting (where appropriate)
Required qualifications, capabilities, and skills:
- 5+ years of experience in quality assurance, controls, audit, operational risk, or HR operations (or equivalent).
- 2+ years of people management experience (direct leadership of analysts/reviewers; coaching and performance management).
- Demonstrated experience operating in a highly regulated, process-driven environment with strong documentation discipline.
- Bachelor’s degree required
- Proven ability to set strategy and execute through others—driving outcomes across a distributed team.
- Strong judgment with ability to make and defend decisions using policy, data, and risk-based reasoning.
- Advanced stakeholder management: ability to influence without authority, handle escalations, and drive adoption of best practices.
- Strong written communication: ability to produce clear, audit-ready documentation and concise leadership updates.
- Strong organizational leadership: creates structure, prioritization, and disciplined follow-through across competing demands.
- Comfort with global coverage and flexible scheduling to meet business needs across regions.
Preferred qualifications, capabilities, and skills:
- Advanced degree or relevant certifications a plus.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
Skills Required
- 5+ years in quality assurance, controls, audit, operational risk, or HR operations (or equivalent).
- 2+ years of people management experience (direct leadership of analysts/reviewers).
- Bachelor's degree.
- Experience operating in a highly regulated, process-driven environment with strong documentation discipline.
- Proven ability to set strategy and execute through others across a distributed team.
- Strong judgment and ability to make and defend decisions using policy, data, and risk-based reasoning.
- Advanced stakeholder management and ability to influence without authority.
- Strong written communication, including audit-ready documentation and executive updates.
- Strong organizational leadership: structure, prioritization, and disciplined follow-through.
- Comfort with global coverage and flexible scheduling to meet business needs across regions.
- Identify opportunities for automation/standardization in QA workflows and reporting.
- Advanced degree or relevant certifications.
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental health coverage are comprehensive, with on-site clinics, preventive care, and specialized supports such as maternity nurse guidance and fertility treatments. Wellness activities can help offset copays and out-of-pocket costs, reinforcing the perceived strength of health benefits.
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Retirement Support — A 401(k) with dollar-for-dollar matching and additional automatic pay credits reflect strong employer-backed retirement savings. An employee stock purchase plan and related financial programs further bolster long-term financial support.
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Leave & Time Off Breadth — Paid time off, sick time, holidays, and generous parental leave are provided alongside family medical leave and adoption/fertility assistance. Additional programs like caregiver support and volunteer time off expand the breadth of time-away options.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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