J.P. Morgan Wealth Management - Business Operations Analyst

JPMorgan Chase & Co.•Westerville, OH

About The Position

Join a collaborative Workforce Management team within Wealth Management’s Business Development and Solutions group. The team delivers impactful reporting and insights for Workforce Management and Operational functions, partnering with Service Center leaders, product teams, and functional support groups to meet data and reporting needs. This is an opportunity to lead data storytelling, visualization, and presentation efforts that support the department’s activities and broader WFM Reporting roadmap. As a Business Operations Analyst in our Workforce Management team, you will deliver reporting and insights that support both Workforce Management and Operational functions. Collaborating with Service Center leaders, product teams, and functional support groups, you will interpret data, design visualizations, and communicate findings to drive business outcomes. If you are enthusiastic, self-directed, and passionate about data storytelling and visualization, you may be the perfect fit for our team.

Requirements

Demonstrate high proficiency using Microsoft Office products such as Word and PowerPoint
Utilize SQL to write database queries for data extraction and analysis
Exhibit personal initiative by setting and achieving challenging goals
Adapt to unstructured, dynamic environments with confidence
Organize complex work and manage multiple priorities effectively
Communicate complex data to non-data users in an easily understood manner
Collaborate with diverse teams to deliver reporting solutions
Present findings and recommendations clearly to senior leadership
Document data sources and calculation methodologies accurately
Develop visualizations that highlight trends and patterns in data
Guide the team in adopting best practices for data storytelling

Nice To Haves

Apply at least 2 years of experience in WFM or Call Center reporting and analytics
Demonstrate end-to-end problem-solving skills, including developing logical, actionable recommendations
Exhibit strong leadership and communication skills, both verbal and written
Leverage advanced analytic skills using tools such as Tableau, Alteryx, and Excel
Utilize MS Teams and SharePoint for collaboration and documentation
Apply experience with WFM systems; direct experience with Alvaria WFM system is a plus
Lead initiatives to enhance reporting and analytics capabilities

Responsibilities

Design reporting and visualizations that provide easy-to-navigate interfaces and clear data displays, including time periods, charts, graphs, highlights, trends, and patterns
Maintain documentation on sources of truth and core calculations for each WFM data element and report
Analyze business data and identify implications for the team
Serve as a data expert on all WFM reports and data elements across core products such as AWS Genesys, Alvaria, Service Desktop, IVR, and Call Miner
Prepare well-structured and concise presentations to communicate findings and recommendations to partners and senior leadership
Collaborate with workstream owners to track and report progress of growth initiatives at the operational and metrics level
Build operating models and workflows to support optimum efficiency across internal processes
Partner with cross-functional teams to understand data, reporting, and insight requirements
Develop and implement solutions that enhance reporting capabilities and data accuracy
Lead efforts to improve data storytelling and visualization for non-data users
Execute assignments independently in alignment with department activities and the WFM Reporting roadmap