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Form of workJob Description
Job Summary:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
The Workforce Planning Operations Staffing Strategy & Execution (OSSE) role is an executive role leading a team that is responsible for the complete staffing supply chain management for ~30k employees in contact centers and back office. This position is responsible for leading processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. As the OSSE Leader your primary responsibilities will be to proactively set the strategic direction for specialist schedule optimization, effective management of non-productive time planning & management and new hire planning, onboarding, training, and execution. The individual must be able to manage a larger organization, prioritize deliverables and navigate a matrix organization. You will provide senior leadership and strategic guidance to staff and will lead a team of managers and/or analysts that provide direct support to CCB Operations Call Centers and Back Office Centers.
This position involves managing a team comprised of ~125 employees across ~10 locations (US, India, and the Philippines). The individual must be able to manage multiple stakeholders, prioritize deliverables and navigate a matrix organization. This position reports to the Head of CCB Workforce Planning. CCB is organized into Consumer and Business Banking (including Consumer Banking, JP Morgan Wealth Management, and Business Banking), Home Lending (including Home Lending Production, Home Lending Servicing, Card and Auto. CCB Operations supports over 380mm+ specialist handled phone calls and 42mm back office cases across 450+ queues.
The mission of the Workforce Planning team is to ensure we have the right people, in the right place, at the right time to serve our customers.
Business Outcomes:
Job Responsibilities:
Required qualifications, capabilities, and skills:
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
Job Summary:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
The Workforce Planning Operations Staffing Strategy & Execution (OSSE) role is an executive role leading a team that is responsible for the complete staffing supply chain management for ~30k employees in contact centers and back office. This position is responsible for leading processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. As the OSSE Leader your primary responsibilities will be to proactively set the strategic direction for specialist schedule optimization, effective management of non-productive time planning & management and new hire planning, onboarding, training, and execution. The individual must be able to manage a larger organization, prioritize deliverables and navigate a matrix organization. You will provide senior leadership and strategic guidance to staff and will lead a team of managers and/or analysts that provide direct support to CCB Operations Call Centers and Back Office Centers.
This position involves managing a team comprised of ~125 employees across ~10 locations (US, India, and the Philippines). The individual must be able to manage multiple stakeholders, prioritize deliverables and navigate a matrix organization. This position reports to the Head of CCB Workforce Planning. CCB is organized into Consumer and Business Banking (including Consumer Banking, JP Morgan Wealth Management, and Business Banking), Home Lending (including Home Lending Production, Home Lending Servicing, Card and Auto. CCB Operations supports over 380mm+ specialist handled phone calls and 42mm back office cases across 450+ queues.
The mission of the Workforce Planning team is to ensure we have the right people, in the right place, at the right time to serve our customers.
Business Outcomes:
- Manage workforce activities to improve staff utilization leading to increased operating efficiencies and business resiliency while achieving measures of success
- Improve schedule effectiveness, eliminate manual work, and reduce cycle times
- Deploy workforce management strategies to drive operating efficiency across CCB Operations
- Implement technology tools to drive real time deciding capabilities to improve staffing utilization, process automation and monitoring
- Supports Center of Excellence (COE) Workforce Planning process improvements and best demonstrated practice identification and implementation
- Continual process and procedure reviews for self-identification of enhancement opportunities
Job Responsibilities:
- Lead a team of ~ 125 employees responsible for end-to-end staffing supply chain management
- Partner with CCB Operations Leadership to develop staffing strategies to achieve customer, employee & financial objectives
- Develop and execute workforce strategies to deliver optimized staffing levels across functions
- Lead and manage Workforce Planning projects and provide subject matter expertise and leadership
- Engage with cross-functional partners across the organization to lead, align, influence, and maintain productive partnerships
- Partner with the business teams across Chase to analyze and ideate employee, customer experience and efficiency opportunities
- Be a lead voice in senior leadership forums to provide clear updates, drive strategic decisions and alignment, and champion the value proposition of the work being done
- Track and monitor performance, understand insights from analytics, and leverage to continually improve not only product but processes to deliver quality work
Required qualifications, capabilities, and skills:
- Bachelor's degree is required, preferred experience in business / workforce planning or business analytics. Financial Services experience is a plus.
- Demonstrated management, leadership, and client experience skills across a large company with matrixed organizational structure
- Minimum of 10 years management/supervisory experience working in a dynamic product or service environment
- Demonstrated ability to make strategic decisions, take accountability for those decisions and drive transformational change to drive the right employee and customer outcomes
- Demonstrated understanding of business value drivers, business execution and aligning teams to achieve business objectives
- Strong strategic thinking, communication, presentation and writing skills
- Excellent communicator with ability to interact with senior leaders, key stakeholders, employees, and third-party vendors
- Proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.) with preferred experience in Analytical/Data Mining Systems (i.e., Alteryx, Tableau)
- Proficient knowledge and understanding of Workforce Planning platforms and practices in call center and back office operations
- Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels with the ability to work independently and/or in a group
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
