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Wealth Management - CWM Ops, Strategy & Planning Business Process Analyst - Associate

Req #: 180029958
Location: Plano, TX, US
Job Category: Operations
Job Description:

J.P. Morgan Asset & Wealth Management, with client assets of $2.4 trillion, 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.

As a Chase Wealth Management (CWM) Business Process Analyst I, you will partner with our business, technology and operations partners to drive the evolution of strategic contact center channels and technologies to meet client and business needs.  You will collaborate with project, business and technology teams to identify, assess, recommend and implement solutions using IVR, Call Routing, Chat, Text, desktop integration, and other related technologies. 
  • Work closely with servicing and operational business units to understand strategic priorities, pain points, opportunities and desired enhancements as they relate to contact center infrastructure, technologies and processes
  • Analyze industry best practices and leverage experience to identify key solutions and opportunities for improvement to support strategic business objectives.
  • Identify/engineer, analyze and recommend innovative computer integration, voice and text solutions to meet business/operational requirements, with an emphasis on automation and integration
  • Analyze and advise business on solution impacts, risks, and costs
  • Collaborate with business end users and stakeholders to translate needs and opportunities into requirements that are well defined, comprehensive and aligned with strategic objectives
  • Develop call/interaction flows for complex applications including data driven interactions and Contact Center routing of calls, email, text and web chat interactions
  • Define and create use cases to communicate the business requirements to the technology teams
  • Partner with enterprise project teams to represent business needs and assist with analysis, planning and execution activities on strategic infrastructure initiatives and programs
  • Analyze post-implementation performance of solutions and recommend specific changes to improve
  • Communicate with technology, product, operations, legal, risk, compliance and management
  • Identify and track project/program issues and driving their resolution; escalate decisions appropriately to Management
  • Provide operational support and project leadership including the analysis and execution of assigned projects for Chase Wealth Management.
  • Ability to work non-standard hours, including early morning, late evening and weekends to accommodate testing schedule requirements
  • 5+ years industry experience required in multiple Contact Center Technology domains including IVR, CTI, Call Routing, Chat/Virtual Agent, SMS Messaging, and VoIP Technologies
  • Knowledge of Contact Center technologies such as Voice Biometrics (e.g. Nuance) and Genesys Applications is required
  • Experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps is required
  • Experience working with/designing both call steering and self-serve applications is preferred
  • Experience working on full lifecycle new development projects is required (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles
  • Self-starter who with a proven track record in analytical thinking, problem solving, attention to detail and communication
  • Ability to communicate and collaborate effectively across all levels of the organization
  • Ability to coach and mentor team members by demonstrating job knowledge and constantly displaying professionalism
  • Ability to work on multiple projects simultaneously
  • Three to five years’ working in Brokerage operations highly desired
  • Bachelor’s degree, preferably in finance or technology or related field
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