Business Operations Analyst II
Represent business interests on issue management calls, assesses and reports business impacts to issue facilitators and business leadership. Engage in broad base communications and coordinating the response of multiple support teams. Assess risks and cross-impacts for reported issues ensuring that controls are created and maintained for risks Lead, assess and communicate on high severity and/or complex issues. Communicate primarily high and low severity issues effectively with business units and IT Development. Responsible for workflow management, including maintenance of incoming issue communications Provide mentoring, coaching and subject matter expertise to peers. Work across various functional areas with multiple levels of management, support groups, and vendors to obtain effective results against established service levels. Drive CCB enterprise cross line of business interests related to operational opportunities over a broad array of service channels. Influence strategic direction to manage risk and controls for specific Business Function processes.
Collaborate on efforts to develop best practices, incorporate efficiency principles, identify and propose tactical and strategic opportunities to improve the customer experience.
Collaborate and influence peer groups to provide strategic direction and support to manage risk and controls for specific Business Function processes.
Provide solutions through a variety of analytics and troubleshooting tasks
3+ Financial Services Call/Contact Center industry and solutions experience preferred.
Understanding of Contact Center practices and technology across multiple lines of business preferred.
Understanding of the Customer Behavior, how Call Centers work and the technology within/between each Business Function.
Ability to quickly understand technology related issues and critically assess end-user impacts.
Ability to manage expectations and interactions between business and technology organizations.
Proficient in handling and prioritizing multiple responsibilities and tasks simultaneously. Excellent verbal and written communication skills.
Demonstrated ability to influence people at a variety of levels internally and externally.
Demonstrate excellent analytical rigor and logical thinking with a continuous process improvement mind-set.
Ability to synthesize information across multiple platforms, systems, and organizations.
Ability to creatively problem-solve and design integrated business process/technology solutions through analyzing and decoding complex, ambiguous operational and system environments.
Must be able to drive improvement opportunities through leadership alignment and execution to the desired end state.
Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis.
Strong working knowledge of Microsoft office, including Power Point, Excel, Visio Knowledge of SAS, Oracle DB, and SharePoint, Microsoft Project.
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.
Primary LocationUS-FL-Tampa-FS3-4900 Memorial Highway / 02978
Other LocationsUS-DE-Wilmington-One Christina Center / 52381
Organization CONSUMER & COMMUNITY BANKING
Job Type Standard
Shift Day Job
Corporate Brand Chase