Location: Chicago, IL, United States

The Workforce Management Reporting team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.

As a Vice President, Business Analysis Manager within Workforce Management for J.P. Morgan’s Wealth Management Business Development and Solutions, you will play a pivotal role in shaping and delivering reporting and insights that drive both Workforce Management and Operational excellence. You will collaborate closely with Workforce Management, Service Center leaders, functional support teams, and product teams to define and refine data, reporting, and insight requirements. Leveraging your expertise in Contact Center and Workforce Management reporting, along with your strengths in collaboration, communication, data storytelling, and presentation, you will translate complex data into actionable insights. If you are a creative thinker who is self-motivated, confident, and organized—and thrive on independently driving assignments aligned with our department’s goals and the broader WFM Reporting roadmap—you may be the ideal addition to our team.

Job responsibilities

• Develop data repository complete with the appropriate data model, data structure, data hierarchy and enhanced summarization capabilities to align with corporate standards 
• Maintain all documentation on source of truth and core calculations for each of the WFM data elements and reports
• Design reporting/visualizations that provide easy-to-navigate interfaces and clear data displays (Time period, charts, graphs, highlights, trends and patterns, etc.)
• Embed comprehensive validation. quality controls and inspections to ensure reports are consistently providing accurate insights. This includes designing, updating and maintaining reports that meet the firm’s audit control requirements
• Partner with stakeholders to gather a holistic set of report requirements (data needs, design preferences, filters, refresh rate, etc.)
• Act as data expert on all WFM reports and data elements across all core products (ie:Webstats/Genesys, Alvaria, Service Desktop, IVR, Call Miner, etc)
• Build operating models and workflows to support optimum efficiency across internal processes; work closely with work stream owners to track and report progress of growth initiatives

Required qualifications, capabilities, and skills

• 5 years in WFM/Call Center reporting and analytics
• 2 years with development of data warehouse/repository and managing large scale projects 
• High level of proficiency using Microsoft Office products such as Word and PowerPoint
• Experience with SQL and writing database queries
• Prior experience creating high quality presentations used for executive level management communication and data visualization with the ability to tell a compelling story using analytics (example presentation required during second interview round)
• A track record demonstrating a high level of personal initiative, setting and achieving challenging goals, and demonstrating ability to work in an unstructured, dynamic environment
• Strong organizational skills and detail-orientation, comfort juggling a dynamic and complex piece of work; Ability to articulate complex data to non-data users in a way that would be easily understood

Preferred qualifications, capabilities, and skills

• Excellent end-to-end problem solving skills, including developing logical, actionable recommendations
• Strong leadership and communication skills (both verbally and written)
• Advanced analytic skills utilizing tools such as Tableau, Alteryx and Excel.
• Experience with WFM systems; direct experience with Alvaria WFM system is a plus

Join Workforce Management at J.P. Morgan Wealth, supporting reporting and insights for business development and operational functions