SUSAN M. BOCASSI
Tampa,USA
Summary
Dynamic Business Analyst with over 20 years of experience at JPMorgan Chase, specializing in driving operational efficiency and delivering data-driven insights. Proven expertise in analyzing complex business processes and implementing strategic solutions that enhance productivity and profitability. Extensive knowledge and professional background position well to excel as a CCB Operations Business Analyst, contributing to innovative projects that support organizational goals. Committed to fostering collaboration and continuous improvement in fast-paced environments.
Overview
2026
2026
years of professional experience
Work History
Business Analysis Manager
JPMorgan Chase, IRM Controls, Readiness and Governance
07.2023 - 03.2025
Business Analysis Manager
JPMorgan Chase, Infrastructure Services
02.2023 - 07.2023
- Championed process improvement initiatives that led to streamlined workflows and increased operational efficiency.
- Evaluated vendor proposals for software solutions, selecting the most cost-effective option that met all necessary criteria.
- Led cross-functional teams to streamline business operations, resulting in reduced costs and increased productivity.
- Consistently met or exceeded performance targets set by executive leadership through diligent management of resources.
Business Analysis Associate II
JPMorgan Chase, Infrastructure Services
2018 - 2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Business Analyst
JPMORGAN CHASE
08.2015 - 2018
- Perform process to publish new and revised procedures to Chase Answers
- Created and maintain an internal procedure status Excel spreadsheet
- Created Visio process map and procedure of procedure process
- Create, revise and perform annual recertification of procedures
- Engage management team, CCB Compliance, EO Legal and Core Teams for procedure approvals.
- Present procedure changes in Executive Office Change Management forum.
- Create change requests and work with the CCB Knowledge Management Team to format procedures.
- Create communications and review procedure updates in weekly team meetings.
- Ensure that procedures were correctly posted to Chase Answers and resolve any discrepancies.
- Deliver new and revised processes and procedures to AFSL EO Team
- Create and send email communications to team and Quality partners.
- Publish SharePoint workflows for EO Specialist acknowledgment of communications.
- Review processes and procedures in weekly team meetings.
- Based on complexity of initiative, create and deliver dedicated training sessions.
- When needed, coordinate line of business training sessions for EO Specialists.
- Participate in Cross Line of Business Executive Office procedure initiatives
- Participate in meetings to identify AFSL EO requirements.
- Review proposed procedure and give feedback and approval on procedure steps.
- Perform procedure process for publishing.
- Perform legal obligations mapping
- Participate in meetings to identify legal obligations that are applicable to the AFSL EO.
- Map procedures within the AFSL EO inventory to legal obligations housed in Enterprise Library Application.
- Review mappings with Legal and Compliance partners and Manager for approval.
- Perform AFSL EO 1099 reporting
- Created a process, a procedure and reports to track monetary compensation provided to the customer.
- On a monthly basis, provide a monetary compensation report to a central team for tax reporting purposes.
- Ensure that reports are uploaded to SharePoint Site for evidence.
- Oversee AFSL EO mail reconciliation process
- Created a daily control process, control report and procedure for the outgoing mail process.
- Held a training session with the Specialists processing the control report.
- Validate the report on a daily basis and ensure that report is uploaded to SharePoint Site for evidence.
- Create and deliver AFSL EO Business Review
- Create and present slides to senior management for the AFSL EO monthly business review
- Perform backup manager functions
- Perform manager tasks in team manager’s absence
- Engagement on Executive Office and Chase Auto Finance Projects
- Participate in meetings to discuss project initiatives and communicate AFSL EO requirements.
- Create and revise procedures.
- Perform the procedure publishing process.
- Create and deliver training.
- Create and send email communications and review initiatives with AFSL EO Team in team meetings.
- Implement new and revised initiatives.
Executive Correspondence Advisor
JPMORGAN CHASE
08.2011 - 08.2015
- Performed pre-closure case review and approval
- Reviewed executive complaint case pre-closure to ensure case was handled appropriately and that we are responding accurately within the Voice of Chase guidelines. Provide approval for case closure.
- Provided guidance EO Specialists on case handling.
- Identified high risk complaints and worked in conjunction with a legal team to finalize the drafted response letter.
- Ensured that WebER coding was captured accurately and report coding corrections to management.
- Created and AFSL Executive Office SharePoint Site
- Developed and maintained a SharePoint site to house letter samples.
- Developed and maintained a SharePoint site to house internal department and manager reports.
- Performed process to publish new and revised procedures to InfoSource
- Created, revised and recertified procedures.
- Created a procedure tracking Excel spreadsheet.
- Delivered new and revised processes and procedures to AFSL EO Team
- Sent email communications.
- Held bi-weekly huddles with the team.
- Created and performed AFSL Executive Office Risk and Control Self-Assessment
- Participated in creating the AFSL Executive Office process maps.
- Identified risks, controls and control gaps within the process maps.
- Helped to create enhanced controls to mitigate risk
- Business Test Lead for the AFSL Executive Office RCSA testing and Phoenix entries for 2014.
- Performed and documented control walkthroughs and testing
- Maintained the department’s RCSA documentation on the dedicated RCSA SharePoint site.
- Performed root cause analysis
- Reviewed a sample of completed WebER cases to determine the root cause of the complaint.
- Documented results in a Root Cause Repository.
- Performed text mining review on a backup basis
- Reviewed Text Mining data spreadsheet to determine if a text mining complaint case should be opened.
- Researched and resolved text mining cases.
- Led AFSL Executive Office Change Management meetings
- Developed AFSL Executive Office Change Management meeting agenda.
- Facilitated Change Management meetings.
Executive Correspondence Representative
JPMORGAN CHASE
07.2000 - 08.2011
- Research, resolve, and respond to executive complaints from customers, third parties and regulatory agencies via written correspondence and by telephone.
- Engaged line of business partners to resolve an executive complaint.
Research Supervisor / Account Services Year 2000 Team Member
JPMORGAN CHASE
08.1998 - 07.2000
- Research Supervisor:
- Supervised a team of Specialists within the Chase Auto Finance Research department.
- Provided guidance and on-going training for Specialists.
- Reviewed departmental objectives with staff and provided monthly monitoring for department goals.
- Conducted Annual Performance Reviews with staff
- Established initiatives to motivate staff to meet their goals.
- Created processing strategies on an on-going basis to help the department achieve monthly goals.
- Held staff meetings to discuss departmental updates and to address staff concerns.
- Reported weekly production spreadsheets to senior management
- Participated as an Account Services Year 2000 Team Member to ensure system Y2K readiness.
Research Representative
JPMORGAN CHASE
07.1997 - 08.1998
- Investigated and resolved customer account inquiries and errors and sent written confirmation of corrections.
- Reported payment processing errors for future minimization of errors.
Customer Service Representative
Chase Retirement Center
12.1995 - 07.1997
- Responded to customer inquiries on their retirement accounts.
- Processed account information changes on the Chase Retirement Center system, pursuant to the customer’s request.
- Forwarded account discrepancies to the Chase Retirement Research Department for review and resolution.
- Forwarded account documents to customers, specific to their request.
Education
Bachelor of Science - Business Administration
FORDHAM UNIVERSITY
Bronx, NY05.1994
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Power Point
- Microsoft Visio
- SharePoint
Timeline
Business Analysis Manager
JPMorgan Chase, IRM Controls, Readiness and Governance
07.2023 - 03.2025
Business Analysis Manager
JPMorgan Chase, Infrastructure Services
02.2023 - 07.2023
Business Analyst
JPMORGAN CHASE
08.2015 - 2018
Executive Correspondence Advisor
JPMORGAN CHASE
08.2011 - 08.2015
Executive Correspondence Representative
JPMORGAN CHASE
07.2000 - 08.2011
Research Supervisor / Account Services Year 2000 Team Member
JPMORGAN CHASE
08.1998 - 07.2000
Research Representative
JPMORGAN CHASE
07.1997 - 08.1998
Customer Service Representative
Chase Retirement Center
12.1995 - 07.1997
Business Analysis Associate II
JPMorgan Chase, Infrastructure Services
2018 - 2023
Bachelor of Science - Business Administration
FORDHAM UNIVERSITY
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