JPMorgan Chase Wealth Management - CWM Operations, Workforce Planning Specialist in Plano, Texas

J.P. Morgan Asset & Wealth Management, with client assets of $2.4 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.

Our Business:

Wealth Management Operations supports the JPMorgan Private Bank and Chase Wealth Management in JP Morgan’s Asset Wealth Management line of business.

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

The Role:

The Workforce Planning Specialist is a member of the Operations Workforce Management (WFM) Team for Chase Wealth Management (CWM). The position provides real-time support to contact center operations, monitoring contact activity and associate activities / performance. Based on the projected results, this role identifies actions to prevent (or rectify) deficits. Those actions require clear and targeted communication to peers and management. The position works within specific guidelines and processes of WFM, but must also be able to venture outside those guidelines as needed – taking calculated risks based on facts and observations. The position is also responsible for entering exceptions reported via the attendance line, as well as other intraday schedule exceptions, and distributes periodic intraday performance reports to contact center management.

Skills required for position:

  • Knowledge of the securities/financial services industry

  • Critical Thinking

  • Ability to demonstrate leadership capabilities

  • Analytical and problem-solving skills

  • Excellent verbal and communication skills

  • Ability to multi-task and prioritize task(s) in a high volume, high stress environment

  • Strong Organizational skills

  • Ability to be proactive, detail oriented, and organized, with good follow-up skills

  • Ability to team and partner collaboratively with business partners

  • Demonstrated ability to influence people at a variety of levels internally and externally

  • Two-year college degree or equivalent work experience

  • Minimum two years’ experience in a call center where workforce management tools were deployed

  • Proficiency with Aspect eWFM scheduling software preferred

  • Proficiency with Avaya CentreVu Supervisor preferred

  • Automatic Call Distribution (ACD) and Call Management System (CMS) system/reports experience preferred

  • High proficiency with Microsoft Excel and Word

  • Show high levels of professionalism and confidentiality at all times

  • Experience and knowledge of Call Center Operations within a multi-site environment

  • Basic understanding of Workforce Management practices

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.