Workforce Management Capacity & Analytics Vice President

Workforce Management Capacity & Analytics Vice President – Multiple Locations – JP Morgan Wealth Management

JPMorgan Chase & Co

is a leading global financial services firm with assets of more than $2.7 trillion, over 240,000 employees and operations in over 60 countries. It operates across four business segments including Asset & Wealth Management, Corporate and Investment Banking, Commercial Banking and Consumer and Community Banking.The

J.P. Morgan Wealth Management business

is focused on helping investors achieve their long-term financial goals and is comprised of the Chase wealth management business, J.P. Morgan Securities and You Invest – our digital investing platform. The combined business has ~$400 billion in Assets under Management and ~4,000 advisors who work out of 3,500 branches and 21 offices.Role:The Capacity Planning and Analytics VP 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 areasIdentify ongoing opportunities to improve efficiencies within the contact center(s)Facilitate regular planning meetings with key stakeholders and other interested partiesPerform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadershipEngage 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 planCascade capacity plan projections into downstream WFM activitiesMay participate in projects and provide subject matter expertiseSupports process improvements and best practice identificationComplete creation of new hire schedules for the businessAd hoc duties as assignedMay lead a team of employeesQualifications:Strong skills in MS Excel, Access, and PowerPointAnalytical/Data Mining Systems (i.e., Tableau, SQL)Excellent written and verbal communication skillsStrong experience in business analysis, reporting and data review, root cause analysis and resolutionAbility to partner collaboratively with key stakeholdersDemonstrated ability to work fluidly with people at a variety of levels internally and externallyAbility to influence peers, colleagues, and internal customersAbility to handle multiple complex tasks simultaneouslyStrong presentation, facilitation, and influencing skills3+ years Financial Services Contact Center experience preferredBA/BS requiredWorking knowledge of telephony/call routing and workforce platformsProven experience leading or supporting project initiatives

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