10 days old

JPMorgan Chase & Co.
Columbus, OH 43215
  • Job Code

Wealth Management, Workforce Capacity Planning & Reporting Analyst, Associate

Job Description


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.



J.P. Morgan Asset & Wealth Management, 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 U.S. Private Bank advises families across the U.S. through 45 offices and represents one of the largest growth opportunities for J.P. Morgan Chase & Co. In 2019, the U.S. Private Bank was recognized by Euromoney as the #1 Private Bank Overall in North America. 

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

Our Team

The Workforce Capacity Planning & Reporting Analyst is part of the Operations Workforce Management (WFM) Team for Chase Wealth Management (CWM). The position is responsible for meeting the organization’s need for management information, reporting, and analysis. You will leverage internal databases, external sources, and other tools to support the development and production of contact center and WFM performance reporting and analytics. Partnering with contact center managers, functional areas, and other members of the WFM team, you will interact with senior management across the organization and focus on the important issues through advanced analytics, data modeling, and report production. You will be a key resource in identifying business optimization and tracking performance of related initiatives.



- Communicate and collaborate with internal operations, analytics resources, technology, and other functional areas

- Identify ongoing opportunities to improve efficiencies within the contact center(s)

- Quantify impact of business optimization initiatives and uncover new targets

- 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)

- Analysis of customer behavior and data in support of contact center planning and performance reporting

- Tie data across disparate systems (e.g. EDW, Aspect eWFM, Avaya, etc)

- May participate in projects and provide subject matter expertise

- Supports process improvements and best practice identification

Build and maintain Tableau dashboards for reporting KPI's

-Ad hoc duties as assigned






- Strong skills in MS Excel, Access, and PowerPoint

- Strong skills in 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

- Work with and influence cross-functional teams and projects

- 5+ years Financial Services Contact Center experience preferred

- BA/BS degree required

- Working knowledge of telephony/call routing and workforce platforms

- Proven experience leading or supporting project initiatives



Req #: 200010664_1
Location: Columbus, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 4000 US Dollar (USD)

Keyword: consumer%20banking


Posted: 2020-03-19 Expires: 2020-04-18

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JPMorgan Chase & Co.
Columbus, OH 43215

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