As an Integrated Reporting Business Analyst Manager you and your team members will be interfacing with various business units and functional support groups in Consumer & Community Banking (CCB) Operations to understand how employee and business performance is measured and reported to translate them to automated reports, metrics, and performance management tools. The role requires strong business analysis skills to quickly assess how call center and back office technology solutions are used by CCB specialists and leaders with ability to easily translate and recognize the associated data, data relationships, and cross impacts for assessing performance. You will effectively and accurately utilize SQL tools to research potential data sources, design reporting and data structures, create requirements and screen mock-ups, present and share information with stakeholders, test and implement automated reporting tools and functions.
You will be expected to develop a strong understanding of the unique processes, system data, compliance responsibilities and workflow of each line of business (LOB) request, while maintaining and finding solutions that adhere to standardized processes, aligned metrics, and the overall strategy of the CSS MIS Center of Excellence (COE) and Webstats productized tool. You will assess and manage changes to business models or operating strategies, update reporting calculations, and test reporting changes to ensure data accuracy as needed. You will also be accountable for recognizing opportunities and recommending enhancements to existing/ new process flow(s) to improve effectiveness, efficiency and quality of the customer experience and performance management.
This role is especially focused on leadership and critical thinking regarding all tasks, functions, and team members performing items previously described.
Seasoned and diverse experience with business analysis
Knowledge of effective project management and Agile development
Knowledge of Contact Center and Back Office Dynamics
Understanding of CCB Operations Lines of Business needs and processes
Ability to consult and collaborate with others on solutions and cross impacts
Proven competency in developing, reporting, and analyzing business data
Excellent analytical, problem solving, and time management skills
Experience in workflow analysis and documentation
Outstanding communication and presentation skills
Strong teamwork and client management skills
Ability to complete a hands-on technical assessment of SQL data query skills during interview process
Identifies and performs root cause analysis on process breaks, strategy enhancements and implement solutions
Strong testing experience and discipline
Creates environment of reliable data, transparency of issues, escalation and accountability
Adjusts approach when necessary, in light of new findings, to ensure appropriate focus and coverage
Identifies internal process opportunities and initiate strategic plans
Develops recommendations to strengthen internal controls and improve operational efficiency
Utilizes knowledge of business to level set the issues and escalate as appropriate
May conduct various adhoc projects
Bachelor's Degree or equivalent work experience
Advanced Skills in SQL and Microsoft Office tools
Experience or working knowledge with Business Integelligence (BI) tools (examples: Tableau, Business Objects)
2+ years working knowledge required in the following:
Proven leadership experience
Financial Services Call/Contact Center industry
Knowledge of various call/contact center solutions (Telephony, IVR, Scheduling, Call Recording, Reporting/MIS Tools, KANA Email, Back Office Tools, Customer Experience drivers)
Business analysis, reporting of business data, problem identification, resolution and root cause analysis
Data marts, data relationships, query techniques/strategies/optimization
Proven competency in writing requirements and designing reports
Ability to interpret and create functional usage mock-up and process flows
Presentation/communication/delivery skills- written and verbal
Effective project management and multi-assignment handling skills
Customer relationship and experience management
Team work contributing beyond core role and responsibilities
Minimum 2-3+ years of process improvement experience
Ability to interact with all levels of management and business partners
Proven presentation creation and delivery skills
Ability to work independently with minimal supervision
Must be able to effectively handle competing priorities and have the ability to work as a part of multiple teams
Must have outstanding attention to detail and ability to learn complex processes that affect various functions and business units within Chase
Excellent oral and written communication skills
Welcomes and is adaptable to change
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
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