JPMorgan Chase Bank, N.A.
Mumbai
Banks & Building Society
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.
Employer Description
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans
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. The Business Analyst (Workforce Analyst) 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 perform ad-hoc duties as assigned and may be required to lead a team of specialists that provide direct support to CCB Operations Call Centers.
Responsibilities Include
- Perform root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendations
- Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
- Escalate trends and recommendations to leadership
- Lead efforts to execute changes to optimize service levels and staffing
- Engage and build strategy within the workforce management functions
- Engagement with other business functions (eWFM, Routing, MIS and Leadership)
- Participate in projects and provide subject matter expertise
- Supports process improvements and best practice identification through increased level of experience
Skills Required
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
- Ability to demonstrate leadership capabilities
- Excellent written and oral communication skills
- Strength in quantitative analysis, critical thinking, problem solving, and innovation
- Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
- Must be flexible with work schedule to accommodate business needs
- Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
- Excellent follow-up skills
- Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
- High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
- Experience with collaboration, communication, and presentation skills required
Qualifications
- Experience in Alteryx and Tableau
- 3+ years’ experience working in large call center, multi-site, or similar environments
- 3+ years’ experience processing, forecasting, staffing, scheduling, and/or project management
- Experience with collaboration, communication, and presentation skills required
- College degree or similar work experience preferred
- Show high levels of professionalism and confidentiality at all times
- Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
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