US Wealth Management -Workforce Management, Real-time Administration (Columbus or Plano)
Posted on: 1 Feb 2021
Columbus, OH
Job Description
JPMorgan Chase & Co is a leading global financial services firm with assets of more than $2.7 trillion, over 240,000 employees and operations in over 60 countries. It operates across four business segments including Asset & Wealth Management, Corporate and Investment Banking, Commercial Banking and Consumer and Community Banking.
The U.S. Wealth Management business is focused on helping investors achieve their long-term financial goals and comprised of the Chase wealth management business, J.P. Morgan Securities and You Invest - our digital investing platform. The combined business has ~$400 billion in Assets under Management and ~4,000 advisors who work out of 3,500 branches and 21 offices.
The Workforce Management, Real-time Administration analyst is part of the Workforce Management (WFM) team for J.P. Morgan Wealth Management (JPWM). The position will partner with contact center management, functional areas, and other members of the WFM team to make intra-day staffing and contingent resource adjustments in response to current market conditions, contact queues and service levels objectives.
Key Responsibilities include but are not limited to:
Performs staffing analysis and modifies employee schedules to meet the needs of the business
Oversight of staffing schedule optimization across multiple sites, queues and/or business functions to ensure appropriate staffing towards maintaining service levels at the 30 minute interval
Participation in daily leadership calls, identifying opportunities from prior day, recommendations for improving current day availability
Communicate overtime requirements to leadership and obtain the necessary resources
Reduce idle time and promote entitlement usage
Aspect eWFM maintenance and configuration changes
Provides intraday and adhoc reporting as required
Lead efforts to execute changes towards optimizing staffing requirements and service levels
Engagement with other business functions (eWFM Admin, Leadership and Technology)
Project and initiative assignments that supports process improvements
Qualifications:
2 years of call center experience with emphasis on intraday support thru schedule modification
1-2 years of Workforce Management experience in a 500+ seat environment
Prefer Aspect/eWFM application experience
Strategic mindset and highly analytical thinker with sound business judgment
Maintain a positive attitude and act as team player while delivering on high priority, time sensitive initiatives
Strong PC skills (Microsoft Office including Excel, PowerPoint, Word and Visio)
JPMorgan Chase & Co.
New York, New York
JPMorgan Chase & Co. operates as a financial services company worldwide. It operates in four segments: Consumer & Community Banking (CCB), Corporate & Investment Bank (CIB), Commercial Banking (CB), and Asset & Wealth Management (AWM). The CCB segment offers deposit and investment products and services to consumers; lending, deposit, and cash management and payment solutions to small businesses; mortgage origination and servicing activities; residential mortgages and home equity loans; and credit card, payment processing, auto loan, and leasing services.
The CIB segment provides investment banking products and services, including corporate strategy and structure advisory, and equity and debt markets capital-raising services, as well as loan origination and syndication; cash management and liquidity solutions; and cash securities and derivative instruments, risk management solutions, prime brokerage, and research.
This segment also offers securities services, including custody, fund accounting and administration, and securities lending products for asset managers, insurance companies, and public and private investment funds. The CB segment provides financial solutions, including lending, treasury, investment banking, and asset management to corporations, municipalities, financial institutions, and nonprofit entities, as well as financing to real estate investors and owners.
The AWM segment offers investment and wealth management services across equities, fixed income, alternatives, and money market fund asset classes; multi-asset investment management services; retirement products and services; and brokerage and banking services comprising trusts, estates, loans, mortgages, and deposits. The company also provides ATM, digital covering online and mobile, and telephone banking services. JPMorgan Chase & Co. has a collaboration agreement with Chicagoland Chamber of Commerce. The company was founded in 1799 and is headquartered in New York, New York.
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IndustryBanking/Financial Services
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No. of Employees255,998
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Website
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Jobs Posted9051
