JPMorgan Chase & Co. is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking; financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan Chase & Co. brand, the firm serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients.
The Business Operations Analyst I position is integrated within the Centralized Service Solutions (CSS) team which is a Center of Excellence shop that supports and influences multiple lines of businesses across the firm.
The Business Operations Analyst I will be responsible for monitoring systems and operational performance across multiple lines of business within the firm. The individual will partner with key stakeholders to enhance the customer experience while maintaining a balanced financial approach. This person will work collaboratively across lines of business in an effort to unify processes where appropriate. This person will be responsible for leading production assurance management through effective oversight and communication of production related issues (systems and applications). The individual will be responsible for analyzing customer and system performance trends in an effort to optimize the customer experience and shareholder value across the CCB Organization. This includes communicating updates, operational and customer impacts, analytic results and control reporting information to business partners. This person is expected to improve existing processes while developing innovative solutions for customer contact channel and applications through the development of controls and insights.
This position will also be responsible for:
o Collaborate on efforts to develop best practices, incorporate efficiency principles, identify and propose tactical and strategic opportunities to improve the customer experience
o Collaborate and influence peer groups to provide strategic direction and support to manage risk and controls for specific Business Function processes
The qualified candidate will possess:
3+ Financial Services Call/Contact Center industry and solutions experience preferred
Understanding of Contact Center practices and technology across multiple lines of business preferred
Understanding of the Customer Behavior, how Call Centers work and the technology within/between each Business Function
Ability to quickly understand technology related issues and critically assess end-user impacts
Ability to manage expectations and interactions between business and technology organizations
Proficient in handling and prioritizing multiple responsibilities and tasks simultaneously
Excellent verbal and written communication skills
Demonstrated ability to influence people at a variety of levels internally and externally
Demonstrate excellent analytical rigor and logical thinking with a continuous process improvement mindset. Ability to synthesize information across multiple platforms, systems, and organizations.
Ability to creatively problem-solve and design integrated business process/technology solutions through analyzing and decoding complex, ambiguous operational and system environments. Must be able to drive improvement opportunities through leadership alignment and execution to an the desired end state
Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis
Strong working knowledge of Microsoft office, including Power Point, Excel, Visio
Knowledge of SAS, Oracle DB, and SharePoint, Microsoft Project
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