Project Analyst jobs in Mumbai at JPMorgan Chase & Co.

Project Analyst

Req #: 200007335

Location: Mumbai, MH IN

Job Category: Human Resources

Employment Type: Full Time

Job Description:

Perform root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendations
Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
Oversight of staffing schedule optimization across multiple sites , queues and/or business functions to ensure appropriate staffing to maintain service levels
Perform advanced root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendations
Escalate trends and recommendations to leadership
Lead efforts to execute changes to optimize service levels and staffing schedules
Engage and build strategy within the workforce management functions
Engagement with other business functions (eWFM, Routing, Leadership)
Provide Weekly, Daily, Yearly or interval level call forecasting
Participate in projects and provide subject matter expertise
Supports process improvements and best practice identification through increased level of experience
Complete creation of new hire schedules for the business
Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business
Engage business partners (Call Routing, eWFM, Dialer, etc.) when appropriate
Provide Workforce Management subject matter expertise and leadership within a project team
Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities are coordinated across sites and business functions to support overall business strategy
Determine workforce management strategies that will support operational strategies and then ensure that these workforce strategies are implemented
Drive Process Improvement and Best Practices to ensure optimal service levels and staffing
Responsible for Regulatory Control Reports/Auditing
Responsible for procedure/policy documentation and evergreen processes
Oversight for WFM RSCA process and documentation
Responsible for developing and maintaining new hire and refresher WFM Training
Responsible for new hire training facilitation
Oversight for Audits or Acting as liaison for Audit findings or asks when required
May manage 5xx or 4xx level employees

Knowledge, Skills & Abilities:

Technical skills:

Strong skills in MS Excel, Access, and PowerPoint
Understanding of Analytical/Data Mining Systems (i.e., Tableau, SQL)

Knowledge base/Education:

4+ years direct Financial Services Call/Contact Center experience preferred
Working knowledge of telephony/call routing and workforce platforms
Strong understanding of cross-LOB Workforce Management practices
Proven experience leading project initiatives

General skills/attributes:

Excellent written and verbal communication skills
Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Ability to team and partner collaboratively with business partners
Demonstrated ability to influence people at a variety of levels internally and externally
Strong leadership attributes

Management: Prior management experience a plus

J.P. Morgan in India provides a comprehensive range of Corporate & Investment Banking, Commercial Banking, Asset & Wealth Management and Corporate functions services and solutions to our clients, executing some of the most important financial transactions and providing essential strategic advice to our clients such as the government, large domestic and multi-national corporations, non-government organizations and financial institutions and investors. India is a key market for JPMorgan Chase globally and our employees in India are a critical part of how we do business globally and are integrated within our businesses. Our Global Service Centers (GSCs) are strategically positioned in Mumbai, Bangalore and Hyderabad to support the firm’s operations regionally and globally. The centers provide comprehensive strategic support across technology and business operations processing to all lines of business and the corporate functions.