30 days old

Business Operations Manager (WFM Back Office VP)

JPMorgan Chase & Co.
Arlington, TX 76010
  • Job Code

Business Operations Manager (WFM Back Office VP)

Req #: 190074003_1
Location: Arlington, TX, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)

As the leader of the Operations Infrastructure Back Office Workforce Management Team for Consumer and Community Banking (CCB) you will lead the Back Office Workforce Management Optimization. This includes leading a team of workforce managers and implementing projects that support the alignment of business resources to ensure key performance standards are met while providing the highest level of service to our customers. The Workforce Management team is responsible for the planning, scheduling, real time administration, and work distribution for all back office groups in Consumer and Community Banking.  In this role, you will be responsible for leading the key Back Office Workforce Management projects and developing processes in support of the CCB organization.


  • Responsible for hiring and leading a team of people managers
  • Ensure implementation of Back Office WFM software across CCB within timeline, budget, and identified efficiencies
  • Responsible for project management. May be required to be act as project lead
  • Engage key stakeholders (ECCS, GTI, Vendor, etc.) when appropriate
  • Provide Workforce Management subject matter expertise and leadership to the team
  • Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities are coordinated across sites and business functions to support overall business strategy
  • Determine workforce management strategies that will support operational strategies and then ensure that these workforce strategies are implemented
  • Drive a culture of continuous improvement  and lead Process Improvement and Best Practice efforts to ensure optimal service levels and staffing
  • Responsible for Regulatory Control Reports/Auditing
  • Responsible for procedure/policy documentation and evergreen processes, including WFM RSCA documentation


  • Strong skills in MS Excel, Access, and PowerPoint
  • Understanding of Analytical/Data Mining Systems (i.e., Tableau, SQL)
  • Excellent written and verbal communication skills
  • Strong Experience in business analysis, reporting of business data, problem identification, resolution, and root cause analysis 


  • 6+ years’ experience in Workforce Management Back Office Operations preferred
  • Working knowledge of Genesys workforce platforms
  • Strong understanding of cross-LOB Workforce Management practices
  • Proven experience leading project initiatives 

Keyword: consumer%20banking


Posted: 2019-11-06 Expires: 2019-12-06

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Business Operations Manager (WFM Back Office VP)

JPMorgan Chase & Co.
Arlington, TX 76010

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