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Workforce Analyst I (Frontline Manager)

Req #: 170105967
Location: Taguig City, 00, PH
Job Category: Operations
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.3 trillion and operating in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.
 
JPMorgan Chase began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research and Trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
 
In 2005, the firm established a Global Service Center in Manila which provides support for the customers and operations services of the firm's retail and wholesale businesses. Currently, it operates in Makati (Philamlife Tower), Bonifacio Global City (Net Quad and Net Plaza) and Cebu (eBloc 1 Tower).
Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.
 
Overview
  • Responsible for managing a team of workforce management RTA, scheduling or forecasting specialists/analysts Supporting CCB Operations, including Inbound, Outbound, Email, and Back Office workload.
  • May be required to be act as project lead.
  • Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business
  • Engage business partners (Call Routing, eWFM, Dialer, etc.) when appropriate Provide Workforce Management subject matter expertise and leadership within a project team 
  • Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities are coordinated across sites and business functions to support overall business strategy
  • Determine workforce management strategies that will support operational strategies and then ensure that these workforce strategies are implemented Drive Process Improvement and Best Practices to ensure  optimal service levels and staffing
  • Responsible for Regulatory Control Reports/Auditing
  • Responsible for procedure/policy documentation and evergreen processes Oversight for WFM RSCA process and documentation
  • Responsible for developing and maintaining new hire and refresher WFM Training
  • Responsible for new hire training facilitation Oversight for Audits or Acting as liaison for Audit findings or asks when required
  • May manage a team of employees OR may manage people managers
  • Provide subject matter expertise within project teams
  • Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business
  • Engage business partners (Call Routing, eWFM, Dialer, etc.) to support Business Function engagement, integration and onboarding
  • Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities  are coordinated across sites and business functions  to support overall business strategy

 

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran

 

Qualifications:

  • Technical skills
  • Strong skills in MS Excel, Access, and PowerPoint
  • Understanding of Analytical/Data Mining Systems (i.e., Tableau, SQL)
  • Knowledge base/Education
  • 4+ years direct Financial Services Call/Contact Center experience preferred
  • Working knowledge of telephony/call routing and workforce platforms
  • Strong understanding of cross-LOB Workforce Management practices
  • Proven experience leading project initiatives

General skills/attributes

  • Excellent written and verbal communication skills
  • Strong Experience in business analysis, reporting of business data,  problem identification, resolution and root cause analysis
  • Ability to team and partner collaboratively with business partners
  • Demonstrated ability to influence people at a variety of levels internally and externally
  • Strong leadership attributes

Management

  • Prior management experience preferred

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