1+ months

Business Operations Manager – Operations Staffing Strategy & Execution

Westerville, OH 43081
  • Job Code
    210334637

Organization Description

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We™re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients™ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

General Requirements for Role

The Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. This position is responsible for leading processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. You will provide senior leadership and strategic guidance to staff and will lead a team of analysts and/or managers that provide direct support to CCB Operations Call Centers and Back Office Centers.

Responsibilities:

  • Responsible for managing a team of workforce scheduling & optimization analysts that provide strategic direction and support of Workforce Planning disciplines for CCB Operations Call Centers and Back Office Centers.
  • Partner with CCB Operations Leadership to develop strategies to achieve customer & financial objectives
  • Deploy workforce management efficiency strategies to drive operating efficiency across CCB Operations
  • Lead and manage Workforce planning projects and provide subject matter expertise and leadership
  • Lead and participate in Workforce Planning meetings with Operations™ Leadership and across the WFP organization
  • Manage Workforce Management communications with Operations and Key Busines
  • Manage advanced root cause analysis to identifying areas of opportunity and make strategic recommendations to Workforce Planning and /or Operations™ Leadership
  • Supports Center of Excellence (COE) Workforce Planning process improvements and best demonstrated practice identification and implementation
  • Ad hoc responsibilities as assigned that may be Cross Line of Business and/or Cross Functional impacted

Skills Required:

  • Advanced knowledge of Call Center and Back Office Operations, Contact Center Metrics, and Workforce Planning practices
  • Ability to understand business and WFM processes end to end
  • Outstanding communication, presentation and leadership skills
  • Strong ability to partner collaboratively with Senior Leadership
  • Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels with the ability to work independently and/or in a group
  • Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB™s required
  • High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
  • Basic to Intermediate skills with Analytical/Data Mining Systems (i.e. Alteryx, Tableau) preferred

Qualifications

  • Minimum of 7 years in a dynamic product and/or service environment
  • 5+ years™ experience working in large call center, multi-site, or similar environments
  • 5+ years™ experience processing, forecasting, staffing, scheduling, and/or project management
  • Proven experience leading or supporting project initiatives
  • Demonstrated management and people leadership skills preferably in a large company
  • Experience with collaboration, communication, and presentation skills required
  • Excellent analytical and problem-solving skills with strong software skills
  • Show high levels of professionalism and confidentiality at all times
  • College degree or similar work experience preferred

Keyword: card%20services

Organization Description

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We™re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients™ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

General Requirements for Role

The Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. This position is responsible for leading processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. You will provide senior leadership and strategic guidance to staff and will lead a team of analysts and/or managers that provide direct support to CCB Operations Call Centers and Back Office Centers.

Responsibilities:

  • Responsible for managing a team of workforce scheduling & optimization analysts that provide strategic direction and support of Workforce Planning disciplines for CCB Operations Call Centers and Back Office Centers.
  • Partner with CCB Operations Leadership to develop strategies to achieve customer & financial objectives
  • Deploy workforce management efficiency strategies to drive operating efficiency across CCB Operations
  • Lead and manage Workforce planning projects and provide subject matter expertise and leadership
  • Lead and participate in Workforce Planning meetings with Operations™ Leadership and across the WFP organization
  • Manage Workforce Management communications with Operations and Key Busines
  • Manage advanced root cause analysis to identifying areas of opportunity and make strategic recommendations to Workforce Planning and /or Operations™ Leadership
  • Supports Center of Excellence (COE) Workforce Planning process improvements and best demonstrated practice identification and implementation
  • Ad hoc responsibilities as assigned that may be Cross Line of Business and/or Cross Functional impacted

Skills Required:

  • Advanced knowledge of Call Center and Back Office Operations, Contact Center Metrics, and Workforce Planning practices
  • Ability to understand business and WFM processes end to end
  • Outstanding communication, presentation and leadership skills
  • Strong ability to partner collaboratively with Senior Leadership
  • Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels with the ability to work independently and/or in a group
  • Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB™s required
  • High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
  • Basic to Intermediate skills with Analytical/Data Mining Systems (i.e. Alteryx, Tableau) preferred

Qualifications

  • Minimum of 7 years in a dynamic product and/or service environment
  • 5+ years™ experience working in large call center, multi-site, or similar environments
  • 5+ years™ experience processing, forecasting, staffing, scheduling, and/or project management
  • Proven experience leading or supporting project initiatives
  • Demonstrated management and people leadership skills preferably in a large company
  • Experience with collaboration, communication, and presentation skills required
  • Excellent analytical and problem-solving skills with strong software skills
  • Show high levels of professionalism and confidentiality at all times
  • College degree or similar work experience preferred

Keyword: card%20services

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Business Operations Manager – Operations Staffing Strategy & Execution

JPMorgan Chase & Co.
Westerville, OH 43081

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