Workforce Management Business Analysis Manager, Vice President

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.

As a Vice President, Workforce Planning Manager you will be part of the Operations Workforce Management (WFM) Team for JPM Wealth Management (JPMWM ).

The position aids in the vision and execution of the Workforce Capacity Planning team.

Collaborate with business leaders, operations, recruiting, training, finance, and support teams to refine capacity planning processes, align staffing strategies, and monitor critical workforce metrics.

Apply expertise in forecasting, capacity modeling, and data governance to achieve key deliverables.

Foster a culture of collaboration, innovation, and accountability while ensuring optimal resource deployment and supporting business growth.

Duties:


* Lead the development and ongoing management of comprehensive contact center capacity plans to ensure optimal resource allocation and operational efficiency.


* Drive effective communication and collaboration across internal operations, analytics, technology, and other functional areas to align strategies and deliver results.


* Proactively identify and implement opportunities to enhance efficiency and performance within contact center operations.


* Facilitate regular planning sessions with key stakeholders and cross-functional teams to ensure alignment and transparency.


* Conduct advanced root cause analysis to uncover areas for improvement and deliver strategic recommendations to senior leadership.


* Collaborate across Workforce Management to integrate cross-functional insights into capacity planning.


* Cascade capacity plan projections into downstream WFM activities, supporting seamless execution.


* Provide subject matter expertise and leadership on project initiatives as needed.


* Champion process improvements and the adoption of best practic...