Real Time and Workflow Manager - Workforce Planning

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Job Description

As a Real Time and Workflow Manager in our Contact Centre Operations team, you will play a pivotal role in ensuring the seamless performance of our contact centre. You will lead a dynamic team responsible for real-time monitoring and back-office workflow management, optimizing staffing levels to meet customer demand and maintaining service excellence. This role offers the opportunity to collaborate with various stakeholders to drive efficiency and innovation in a 24/7 operational environment.

Job Responsibilities:

• Lead and manage a team of real-time and workflow associates, fostering a collaborative and high-performance culture.
• Develop strategies and processes to build a strong, self-sufficient real-time and workflow team that collaborates effectively with partners and stakeholders.
• Regularly review and update delivery plans, making recommendations to senior leadership for effective execution in operations.
• Serve as the primary point of contact for real-time operational issues, communicating with divisional leads and other stakeholders to resolve issues promptly.
• Oversee workforce management functions, coordinating changes across sites and business functions to support the overall business strategy.
• Manage the allocation and prioritization of back-office tasks, ensuring efficient work distribution and timely completion.
• Drive process improvement and best practices to ensure optimal service levels and staffing.
• Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions.
• Manage regulatory control reports and auditing processes to ensure compliance with industry standards.
• Oversee procedure and policy documentation, including real-time playbook documentation.
• Perform additional duties as assigned to support the contact centre's objectives.

Required Qualifications, Capabilities, and Skills:

• Experience in a financial services call/contact centre.
• Proven management and leadership experience.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficiency in Microsoft Office products (Excel, Word, PowerPoint).
• Strong knowledge of telephony/call routing and workforce management platforms.
• Understanding of cross-business workforce management practices.
• Experience leading or supporting project initiatives.
• Excellent communication skills.
• Experience in business analysis, reporting, problem identification, resolution, and root cause analysis.
• Ability to collaborate effectively with business partners.
• Demonstrated ability to influence people at various levels internally and externally.

Preferred Qualifications, Capabilities, and Skills:

• Professional qualifications from reputable training institutes or professional bodies.
• Experience in process improvement and innovation in a contact centre environment.
• Familiarity with regulatory compliance in the financial services industry.

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.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.