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Wealth Management - CWM Operations, Workforce Planning Analyst (Scheduling / Forecasting)

Req #: 180035141
Location: Plano, TX, US
Job Category: Asset Management
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.
 
Our Business:
Wealth Management Operations supports the JPMorgan Private Bank and Chase Wealth Management in JP Morgan’s Asset Wealth Management line of business.
The Private Bank is the world’s premier service provider for ultra and high net worth individuals.  Our goal is to help these affluent individuals across the globe optimize their wealth, after taxes and across generations. Wealth Management Operations provides end-to-end support for all aspects of the client experience, working closely with client service, fiduciary, product specialty groups, third party vendors and other internal groups.
 
Chase Wealth Management encompasses our Chase Private Client (CPC) and Chase Investment Services businesses. Through a dedicated team of a banker and J.P. Morgan Advisor, Chase Private Client brings our affluent clients concierge banking from Chase and access to the investment expertise from J.P. Morgan. Chase Investment Services provides investment solutions to a broad range of Chase customers through Chase Investment Advisors.  The J.P. Morgan Securities Client Service Center’s mission is to create a great client experience and help individuals across all 50 U.S states to save and invest wisely. The group works in a team environment to assist clients with service over the telephone and serves as experts on our online platform, such as Chase.com.
 
The Workforce Planning Analyst is part of the Operations Workforce Management (WFM) Team for Chase Wealth Management (CWM).  The position will interact with management across the CWM organization to develop tactical (daily) plan(s) that efficiently leverage employee resources.  The position will facilitate regular meetings with senior contact center managers to review the tactical plan, highlighting areas of risk and recommended course(s) of action.  The position is responsible for constructing a plan that will allow the contact center to meet client service commitments.
 
Duties: 
  • Partner with Site Operations, Training, and Long-Term Planning to reach service level (SVL) goals
  • Review long-term forecast plans as a basis for the tactical plan, making adjustments for emerging trends as needed.
  • Partner with leadership team to provide departmental process improvements
  • Facilitate meetings with contact center management to review tactical plans of expected volumes
  • Identify and research service level risks based on forecasts for problem resolution and escalate to management as needed
  • Develop and maintain schedules for all events (adjustment, training, meetings, etc.)
  • Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process events such as team meetings, training, etc.
  • Develop and monitor internal control reports to identify/correct processing errors
  • Advanced knowledge of Call Center Operations, Contact Center and/or Back Office Metrics and Workforce Management practices
  • Strength in quantitative analysis, critical thinking, problem solving and innovation
  • Comfortable with  a fluid business environment and changing job priorities
  • Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
  • Must be flexible with work schedule to accommodate business needs
  • Ability to work in a consistently fast paced environment with the ability to work independently and in a group
  • Strong skills in Microsoft Office products (Excel, Work, PowerPoint, etc.)
  • Experience with collaboration, communication, and presentation skills required
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