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.

Job 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

Required qualifications, capabilities, and skills

• 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

Preferred qualifications, capabilities, and skills

• 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

To be eligible for this position, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this position. Likewise, JPMorgan Chase & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans