The Community & Affordable Program Manager role is responsible for the implementation, execution and oversight management of down payment assistance, grants and closing cost assistance programs offered for first mortgages in Field and Centralized Retail Sales channels. These types of programs will help to address two major barriers among low-to-moderate income customers: funds to put down on a home and source of funds to close on a home. The individual will effectively develop, implement and manage initiatives and transformational down payment, grants and closing cost programs to enhance the group performance and customer experience by managing program utilization and P&L. The Community & Affordable Program Management executive is responsible for developing and promoting program development, community and affordable lending growth, program trends and competitive market analysis to ensure Chase Home Lending is positioned to meet the needs of our customers while remaining competitive and profitable. This executive communicates with the Product Innovation executive management team and collaborates with partners (such as Risk, Legal, Compliance, Finance, Technology, Sales Channels, Consumer Bank and Operations). In collaboration with marketing, the executive will define the customer journey, go-to-market strategy, program positioning, key benefits, and target customer. Serving as the internal and external advocate for our community & affordable program offerings, the executive will work closely with all sales channels.
Fast and reliable decision-making and innovation are critical skills in order to keep pace with the evolving Mortgage Banking industry, regulatory environment and JPMC priorities. Key responsibilities include creating effective and efficient governance structures and managing a team of community and affordable program managers. The executive is also expected to identify, hire, and retain excellent talent through networking, mentoring and providing timely, honest and constructive feedback to the team. This executive is also responsible for closely managing departmental and program budgets from an investment and return on investment perspective within Mortgage Banking.
Community & Affordable Lending is responsible for the development, implementation and execution of strategies to increase homeownership among minorities across the full economic spectrum and low-to-moderate income customers and communities while managing regulatory and reputational risk. Our strategies comprise of six key pillars: 1) People - attract, retain and grow a diverse sales and operations organization; 2) Presence - be visibly and actively present, both physically and virtually, in minority and low-to-moderate income communities leveraging all our sales distribution models; 3) Partners - build and enhance our relationship with key influencers and/or referral sources within the local communities; 4) Products/Programs - create, enhance and provide product/program awareness to increase access to credit; 5) Promotion - provide appropriate marketing and outreach in the communities we serve; and 6) Policy Reform - drive policy reform to enable equal access to credit, increase housing supply and availability as well as wealth creation. Our goal is to partner across all LOBs within CCB and Home Lending to drive the Community & Affordable Lending strategic framework.
Core Competencies
Has a "customer first" mindset: Begins the community and affordable program development cycle with clarity on customers' current and anticipated home lending needs
Escalates Information: Effectively recognizes important information and is able to escalate high-risk issues to others clearly and in a timely fashion
Adheres to Deadlines: Creates and maintains an environment which establishes, communicates and ensures adherence to clear deadlines intended to ensure that work is processed with the required timeliness
Communicates Effectively with Others: Defined by behaviors such as listening actively, communicating effectively and clearly, relaying important information to others when needed (i.e. explaining important information to peers and direct reports); communicating in writing in a clear, concise manner; using appropriate methods to guide group meetings; fostering openness; sharing information all the time
Learning Agile: Is able to quickly synthesize information, new ideas, process and/or policy changes and understand business impacts
Executes Flawlessly: Leverages business knowledge, functional expertise, and personal commitment to excellence to deliver results that meet all standards of quality, compliance, timeliness and customer experience
Analyzes Problems: Identifies problems, recognizes the root causes, and proposes multiple potential or innovative solutions to problems
Ability to Learn and Follow Procedures: Demonstrates the ability to learn and apply a series of steps, rules, or guidelines needed to perform a specific task, responsibility, or role
Project Management: Demonstrates project management experience including developing and maintaining project plans, consulting with the business and end users, and documenting steps required to execute or modify programs
Relationship Management: Ability to partner and/or collaborate across all lines of businesses among different levels of leaders and teams to influence, gain buy-in/support and execute against program deliverables
People Management:
Assesses Team Performance: Ability to effectively assess and recognize skill deficiencies in team members on a timely basis; is able to properly coach and/or arrange for training in order to ensure team members perform their roles successfully and in compliance with applicable laws and regulations
Coaches, Develops, and Manages Others: defined by behaviors such as coaching others to help them improve their performance (i.e. coaching people who report to the executive on how to improve their skills); building the capability of one's team and staff (i.e., ensuring direct reports have proper training and skills); and identifying and obtaining resources to support work related activities (i.e. assigning the right people to the right tasks; assigning the proper workload to team members)
Foster Productive Teamwork: defined by fostering an inclusive and diverse environment; exhibiting behaviors such as establishing open and trusting relationships; treating others with respect; creating a climate where people are committed to sharing information (i.e. helping team members maintain positive working relationships); providing a structure and direction to enable a team to accomplish work goals; resolving conflicts; and understanding others' perspectives
Relationship Management
Create and maintain external relationships with Housing Finance Agencies (HFAs), GSEs and other external partners to maintain key down payment and closing cost assistance programs
Ability to negotiate program agreements in alignment with Chase Home Lending policies and those of HFAs and GSEs
Maintains Control Environment:
Establishes and maintains a proper control environment whereby policies, procedures and processes are understood by all associates and are consistently followed; ensures that appropriate documentation is accurate and in place to enable a clear trail for audit for all factual information; holds subordinates accountable for compliance within a controlled environment
Workforce Planning:
Ability to plan for changes in the deployment of staffing resources and/or required capacity in accordance with changes to current and expected workload demands
Executive Level Presenting and Reporting
o Ability to create executive level presentations and reporting that clearly articulates the program business case inclusive of problem statement, recommended solution, requirements/contingencies, cost analysis and scorecard reporting
Principle Duties & Responsibilities
Develop and enhance affordable programs to meet and exceed a customer's home lending objectives
Position the Consumer origination Community & Affordable Lending Program management team to effectively and efficiently manage the most critical projects for the business on time and in budget
Conduct in-depth analyses of market, sales, financial and operating data
Think \"big-picture\" across the industry to continuously identify emerging trends that can be used to drive growth
Lead the change agenda for a major segment of the Mortgage Banking business, and lead a Product function
Partner with senior Mortgage Banking leaders to define, design and execute on tactical and strategic affordable programs
Assist senior Mortgage Banking leaders in running the business. Prioritize and ensure the governance and process constructs are effective and efficient and not bureaucratic
Create an environment within its sphere of influence that understands the importance of key control groups such as Legal, Compliance, Controls, Risk and Audit, and collaborate in process and policy design within which the project team operates
Manage departmental and program budgets from an investment and return on investment perspective within Mortgage Banking
Maintain and manage relationship with Housing Finance Agencies (HFAs) and GSEs for all down payment assistance program-related changes, compliance, industry trends, innovative developments
Qualifications
Knowledge and Experience:
Bachelors Degree preferred
10+ years of relevant experience
5-7 years of experience working with mortgage products/programs and credit guidelines is strongly preferred
Advanced understanding of business and management functions in financial services
Experience with implementation of project management processes and methodologies in a large and complex organization
Product knowledge and understanding of Chase Home Lending processes desired
People Management
Manage a staff, including identifying, hiring, mentoring and terminating employees in a timely manner
Create a people-centered culture that focuses on performance, engagement and personal accountability.
Ability to deliver difficult messages in a timely manner to redirect employees for success.
Build solid relationships across the organization. Leverages relationships for mutual benefit creating a positive work environment.
Manage departmental budget for their respective cost center ensuring adherence to forecast spend.
Program Infrastructure/Management
Create effective and efficient communication and decision-making processes, including prioritization processes and issues resolution processes.
Analyze and create program business cases that accurately reflect the cost and benefits of the program/project.
Prioritize among multiple programs and projects, including the ability to obtain buy-in or obtain management direction in a timely manner when needed.
Challenge existing engagement/interactions models across the organization driving improvements in a collaborative environment.
Manage investment, cost and return within the portfolio of work for their respective segment (i.e. Servicing, Default, Borrower Assistance, etc.)
Leadership:
Manage project plans, issues/risks and regular team meetings. Also critical is the ability to create key deliverables and to comply with milestone dates.
Continuously challenge and drive improvements in the change management and project delivery methodologies.
Act in a calm, organized, energetic manner in an ambiguous, dynamic environment where there may be shifting priorities and demands with tight timelines and deadlines.
Analyze complex situations and the ability to creatively solve complex issues by using conventional and unconventional means.
Think strategically in order to assist Mortgage Banking leaders in creating and articulating strategic vision and translating that vision into tactical execution.
Ability to work in an extremely diverse environment, both geographically and functionally.
Issue/Risk Management
Determine when a project is in jeopardy and when to escalate questions and issues and when to move forward without senior management direction
Communication
Communicate appropriately with all levels of the organization, including the ability to flex personal communication styles between audiences with different levels of attention and types of focus.
Clearly articulate the value statement of the project portfolio.
Communicate complex issues and concepts in clear, concise and meaningful words and pictures.
Think strategically in order to assist Mortgage Banking leaders in creating and articulating strategic vision and translating that vision
Unique Requirements
Knowledge of Mortgage Operations preferred
Process Improvement Methodologies, and Process Analysis & Design experience preferred
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
