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Wealth Management - CWM Operations, Workforce Planning Analyst (Capacity Planning) - Vice President

Job Description

J.P. Morgan Asset & Wealth Management, with client assets of $2.4 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.
 
Our Business:
Wealth Management Operations supports the JPMorgan Private Bank and Chase Wealth Management in JP Morgan’s Asset Wealth Management line of business.
The Private Bank is the world’s premier service provider for ultra and high net worth individuals.  Our goal is to help these affluent individuals across the globe optimize their wealth, after taxes and across generations. Wealth Management Operations provides end-to-end support for all aspects of the client experience, working closely with client service, fiduciary, product specialty groups, third party vendors and other internal groups.
 
Chase Wealth Management encompasses our Chase Private Client (CPC) and Chase Investment Services businesses. Through a dedicated team of a banker and J.P. Morgan Advisor, Chase Private Client brings our affluent clients concierge banking from Chase and access to the investment expertise from J.P. Morgan. Chase Investment Services provides investment solutions to a broad range of Chase customers through Chase Investment Advisors.  The J.P. Morgan Securities Client Service Center’s mission is to create a great client experience and help individuals across all 50 U.S states to save and invest wisely. The group works in a team environment to assist clients with service over the telephone and serves as experts on our online platform, such as Chase.com.
 
Role:
The Workforce Planning Analyst II is part of the Operations Workforce Management (WFM) Team for Chase Wealth Management (CWM).  The position will partner with contact center management, functional areas, and other members of the WFM team.  The core focus of this position is to develop and maintain the ongoing contact center capacity plan.  The plan will be maintained for 12+ months into the future, based on customer behavior, corporate activities, market conditions, etc.  This position not only develops the plan, but consults with management to make fact-based decisions.      
Duties:   
  • Develop and maintain the contact center operations capacity plan(s)
  • Communicate and collaborate with internal operations, analytics resources, technology, and other functional areas
  • Identify ongoing opportunities to improve efficiencies within the contact center(s)
  • Facilitate regular planning meetings with key stakeholders and other interested parties
  • Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership
  • Engage with other business functions to discuss recommendations and execute changes (eWFM, Routing, Leadership)
  • Collaborate with other areas of WFM to incorporate others’ work into the capacity plan
  • Cascade capacity plan projections into downstream WFM activities.
  • May participate in projects and provide subject matter expertise
  • Supports process improvements and best practice identification
  • Complete creation of new hire schedules for the business
  • Ad hoc duties as assigned
  • May lead a team of employees
  • Strong skills in MS Excel, Access, and PowerPoint
  • Analytical/Data Mining Systems (i.e., Tableau, SQL)
  • Excellent written and verbal communication skills
  • Strong experience in business analysis, reporting  and data review, root cause analysis and resolution
  • Ability to partner collaboratively with key stakeholders
  • Demonstrated ability to  work fluidly with people at a variety of levels internally and externally
  • Ability to influence peers, colleagues, and internal customers
  • Ability to handle multiple complex tasks simultaneously
  • Strong presentation, facilitation, and influencing skills
 
Qualifications:
  • 3+ years Financial Services Contact Center experience preferred
  • BA/BS required
  • Working knowledge of telephony/call routing and workforce platforms
  • Proven experience leading or supporting project initiatives
Req #: 180035142_1
Location: Columbus, OH US
Job Category: Asset Management
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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