Executive Director/Business Operations Director Workforce Management, Real Time Administration
Req #: 190015370
Location: Tempe, AZ, US
Job Category: Operations
The Workforce Management team is a part of Consumer and Community Banking Operations Business Planning and Analysis team and is responsible for monitoring Call Center performance to ensure that all critical business metrics are achieved. This role is focused on leading the Real Time Administration team to drive consistent workforce planning processes across Chase's Consumer Bank, including Customer Service, Fraud and Collections. The Business Operations Director will play a pivotal role in developing and managing processes that directly support line of business leadership to drive consistent performance across the organization.
This is a key leadership role that partners with leadership across the Consumer Bank. A successful candidate will be an experienced and talented leader who has demonstrated experience in leading a large, multi-location team that ensures consistent execution and strong process discipline with a focus on bringing new ideas and strategies to the organization. Additionally, this leader will be critical in ensuring that business partner challenges and concerns are understood and addressed by the team.
Specific Responsibilities Include:
Lead a team of Vice Presidents who have functional responsibility for Command Centers around the world. They must manage teams of Mangers and Real-Time Analysts with a strong management discipline to ensure consistent execution
Build and manage business relationships with business partners to provide guidance and insight into achieve staffing objectives
Ensure clarity and insight on staffing and scheduling status across leadership and key stakeholders
Develop workforce processes, reporting and analytical tools to equip RTA analysts with the data required in order to add maximum value to their business partners
Partner with line of business leadership, HR, Scheduling and Forecasting teams to assist in the planning process to proactively hire to a forecasted plan, ensuring talent readily available to fill open positions quickly
Manage and improve processes that ensure real time decisions drive maximum efficiency
Identify and resolve scheduling and service level challenges by developing and communicating best practices. Proactively partner with leadership on root cause evaluation and remediation plans.
Leverage insights from business partners to drive improved processes for specialists
Communicates with external clients as needed to represent WFM and explain methodologies, opportunities, and performance trends.
Develops world class strategies for industry segments or WFM disciplines so that they can be leveraged by all applicable business engagements.
Program Management: Demonstrated experience in driving large, complex program that required the coordination of activities across multiple stakeholders across the firm
Process Improvement: Experience in analyzing and decoding complex and ambiguous operational environments, identifying improvement opportunities, driving leadership alignment and execution to an improved end state
Strategic Agility: Proven experience in seeing through tactical day to day challenges to identify broader strategic challenges and opportunities to drive larger scale improvements. Must be able to drive strong bias for day to day execution while maintaining strategic focus
Influence & Change Management: Strong influence and change management skills. The successful candidate will need to affect change in processes and behaviors by clients, technology and across operations groups.
Analytical Rigor: Ideal candidate would be an analytical thinker with strong data analysis skills; synthesizing information across multiple platforms, systems, and organizations.
Presentation / Communication: Ideal candidate would be able to develop and deliver concise executive level presentations that clearly articulate challenges, actions and results for complex matters - creating clarity and a bias for action with key stakeholders
Functional knowledge of Aspect WFM suite of products
Functional knowledge of Avaya and Genesys routing
Functional knowledge of Intradiem
Bachelor's degree or equivalent experience/training. MBA preferred
12+ years experience leading workforce teams larger than 50 people
Jpmorgan Chase & Co.