Planning Manager
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Job Description
The Planning team is part of Customer Operations within International Consumer Banking and provides workforce products, technologies, scheduling, forecasting and real time support for Chase UK Contact Centre Operations.
As a Business Analysis & Reporting Manager - Planning Manager within the International Consumer - Service Operations Team, you will lead the Scheduling & Real-time teams. Your previous exposure to all Planning disciplines will be beneficial in shaping the future of these teams. You will focus on improving ways of working, stakeholder engagement, and quality outputs across all areas. This pivotal role, which is expanding in size and remit, reports directly to the Head of Planning.
Job responsibilities
- Manages day to day and oversights of the Scheduling team and the real-time team
- Drives performance management across all team member as we strive for excellence
- Owns and is accountable of all outputs from Scheduling & Real-time
- Drives consistent and efficient ways of working across both teams
- Drives process efficiency across both teams
- Ensures all commination channels are open and daily/weekly/monthly meeting cadence is delivered with actions tracked and deadlines met.
- Faces off in to senior stakeholders on a daily basis to drive collaboration between Planning and the other areas of the business
- Owns and is accountable for all relevant systems and tools and optimisation there of
- Escalates issues to the Head of function as and when required. in a timely manner
Required qualifications, capabilities and skills
- Previous experience/exposer to all planning disciplines i.e. Forecasting, Scheduling & Real-time
- Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
- Excellent written and verbal communication skills
- Excellent stakeholder management skills
- Excellent leaderships skills
- Ability to partner and work collaboratively with other teams across the business
- Demonstrated ability to influence people at a variety of levels
Preferred qualifications, capabilities, and skills
- Financial Services Call/Contact Centre experience preferred
- Previous experience of using Aspect WFM software, Call routing systems and real-time monitoring tools
#icbcareer
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.