Executive Director - Digital Lending Services

Role Overview JPMorganChase is looking for a seasoned Executive Director to lead its Digital Lending Services function within the Commercial and Investment Banking division. This is a senior leadership role focused on transforming wholesale lending servicing operations through automation, process redesign, and disciplined governance. The ideal candidate will bring deep expertise in financial services operations and a strong track record of delivering measurable improvements across servicing performance, risk controls, and client experience. Key Responsibilities - Define and execute a multi-quarter strategy to improve turnaround time, service quality, and client outcomes through automation and straight-through processing - Lead escalation management for high-severity servicing incidents and coordinate cross-functional teams to drive resolution and prevent recurrence - Strengthen risk and controls frameworks covering approvals, recordkeeping, issue management, and audit readiness - Drive root-cause analysis and process redesign to eliminate repeat failures and reduce operational risk - Oversee the Aurora workflow ecosystem ensuring stability, control integrity, and reliable business outcomes across all upstream and downstream dependencies - Establish workflow governance including decision rights, change control, release readiness, and configuration standards aligned to regulatory expectations - Partner with Product and Technology teams to prioritise enhancements, sponsor automation initiatives, and validate value realisation with measurable outcomes - Ensure data integrity through reconciliation controls, exception reporting, and remediation playbooks - Lead user acceptance testing and business readiness planning for platform releases with minimal disruption to operations - Develop high-performing teams and strengthen the leadership bench through succession planning and role clarity Required Qualifications - 15 or more years of experience in transformation, change management, financial services, or banking operations - Proven track record of leading medium to large end-to-end projects in wholesale or commercial lending or loan servicing back-office functions - Demonstrated experience in process reengineering and operational improvement with measurable outcomes - Ability to operate effectively within complex matrix organisations - Experience strengthening risk and control frameworks including issue management and audit readiness - Excellent communication skills with the ability to present to varied audiences and bridge business and technology discussions - Demonstrated ability to engage and influence senior global stakeholders - Familiarity with commercial lending platforms such as Loan IQ, Automated Commercial Banking System, or Aurora is preferred - Experience improving workflow platforms and reducing repeat incidents through monitoring and reliability practices is preferred Why Join Us JPMorganChase is one of the world's oldest and most respected financial institutions with a history spanning over 200 years, offering you the opportunity to lead transformative work at a truly global scale. The organisation values diversity, inclusion, and the development of its people as core pillars of its continued success.

- 15+ years in transformation, change management, or banking operations - End-to-end project leadership in wholesale or commercial lending - Process reengineering and operational improvement experience - Risk and controls framework strengthening including audit readiness - Experience with workflow platforms and incident reduction practices - Strong executive communication and stakeholder management skills - Familiarity with platforms such as Loan IQ, Aurora, or similar loan servicing systems - Ability to lead and develop high-performing global teams

- Opportunity to lead large-scale transformation at a global financial institution - Equal opportunity employer with strong diversity and inclusion commitment - Reasonable accommodations for religious practices and disability needs - Exposure to global leadership and cross-functional partnerships - Career development and succession planning support