Workforce Management Business Analysis Manager, Vice President

JOB DESCRIPTION

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 practices across the organization.
• Oversee the creation and implementation of new hire schedules to support business needs.
• Execute ad hoc responsibilities as assigned to support evolving business priorities.

Qualifications:

• 5+ years of experience in workforce management capacity planning preferred.
• Advanced proficiency in MS Suite.
• Exceptional written and verbal communication skills.
• Extensive experience in business analysis, reporting, data review, root cause analysis, and issue resolution.
• Proven ability to collaborate effectively with key stakeholders and cross-functional teams.
• Demonstrated success in working with individuals at all organizational levels, both internally and externally.
• Strong influencing skills, with the ability to drive consensus among peers, colleagues, and internal customers.
• Skilled at managing multiple complex tasks simultaneously in a fast-paced environment.
• Outstanding presentation, facilitation, and leadership abilities.
• Bachelor’s degree preferred.
• Working knowledge of telephony, call routing, and workforce management platforms.
• Track record of leading or supporting major project initiatives.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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. 

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

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.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.