Business Process Manager (Workforce Management VP) at JPMorgan Chase Bank, N.A. in Wilmington, Delaware

Job Description:

Consumer and Community Banking Operations consist of a team of 36,000 employees who deliver customer service and support to consumers and small business owners. The Workforce Management Team is part of Consumer and Community Banking Operations and its primary responsibilities include; real time performance management, specialist scheduling, short-term forecasting, and workforce management tool deployment and administration.

Duties:

• Partner with CCB Operations Leadership to develop strategies to achieve customer & financial objectives
• Deploy workforce management efficiency tools to drive operating efficiency across CCB Operations
• Partner with internal technology partners to ensure alignment, optimization and efficient use of workforce management tools, practices and policies to deliver shareholder value
• Establish and maintain foundational protocols needed to support workforce management planning activities.
  
• Ensure controls over workforce planning activities; developing exception based analytical tools to drive timely action

Skills:

• Collaborate with technology and operational partners to optimize WFM software within CCB Ops
• Ability to package and present projections, performance trends, and performance outlooks in an executive format
• Ability to lead teams and influence business partners
• Navigate and negotiate organizational complexities to influence decision makers
• Develop strategic plan to ensure WFM software remains relevant and aligned to long term business objectives
• Ability to analyze, interpret and translate metric performance into business insight and identify root cause

Qualifications

• Bachelors degree is required
• 5 years of leadership experience
• Ability to understand business and WFM processes end to end
• Excellent analytical and problem-solving skills with strong software skills
• Strong communication, presentation and writing skills
• Demonstrated management and people leadership skills preferably in a large company
• Experience with Genesys routing and eWFM software is a plu

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

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