Job Location: Wilmington, DE
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. As a Sr. Analytics Solutions Assoc you will be responsible for call center capacity planning, quantitative analyses, and the summarization of multi-sourced data into meaningful and actionable business intelligence within our global call center and correspondence network. Key accountabilities (in part) are managing staffing/capacity plans and leading the preparation of presentations, from ideation to executive hand-off. This position allows a great deal of latitude, and excellent judgment is required. It is an excellent opportunity for a self-starter who thrives in a fast-paced and team-oriented environment where strong analytical skills, business acumen, and superior communication skills are leveraged to support our company’s ability to deliver service excellence to its customers. This position will support the new Chase Wealth Management National Branch Division and will be a directly influencing short-term and long-term business decisions.
Responsibilities Include
- Partner with Site Operations, Training, Recruiting, Finance, and WFM to reach service level goals
- Build and maintain capacity planning models
- Responsible for forecasting demand drivers such as call volume, meetings, and other client related work
- Responsible for forecasting supply drivers such as headcount, shrinkage, other client related off phone activities
- Coordinates and acts as lead during quarterly planning cycles
- Conducts long term capacity planning initiatives focused on growth and advisor headcount
- Update’s capacity models with historical actuals and elevate key risks to senior management
- Partners with Finance and Recruiting to track total and productive advisor headcount (hiring, training, attrition)
- Responsible for producing rolling six-month capacity outlook
- Quantifies headwind and tailwinds based on driver actuals and new products or services
- Produces headcount / service level walks and commentary for prior month actuals
- Partners with training to supply optimized date ranges
- Conduct ad-hoc analysis
Qualifications
- Bachelor’s degree in business discipline required
- Minimum of 2 years experience in business analysis required
- Advanced excel skills required
- Strong communication and presentation skills required
- Experience in Alteryx and Tableau preferred
- Call center/operations background is preferred
- Experience in capacity planning and quantitative and qualitative business analysis preferred
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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
Submit CV To All Data Science Job Consultants Across United States For Free