asset and wealth Management - workforce optimization analyst - client service groupJPMorgan Chase
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 10/11/2025
Deadline: 14/02/2024
Job Description:
The Client Service Group (CSG) is responsible for meeting the day to day service needs of the Private Bank's high net worth and ultra-high net worth client base. Service is delivered through a very high-touch, team-based model with major service locations in the US, EMEA, and Asia. Client Service Associates are a critical component of the integrated client coverage model including Bankers, Investors, Capital Advisors, and Fiduciary Managers
The CSG Workforce Optimization Analyst obsesses about analytics to optimize capacity by proactively managing current and future supply and demand to maximize the Client, Advisor, CSA and Service Manager experience, while consistently achieving our KPIs
Job responsibilities:
Partner with leadership and client service teams to share market, team and individual performance
Share reports to communicate reasons for variances and recommendations for improved performance
Leverage JPMC or industry workforce management solutions to improve processes
Responsible for understanding historic contact volumes and influencing events that impact demand and supply
Partner with MIS team to build and improve analytics that measure demand/supply trends and performance
Works closely with various departments to stay informed about pending or current activities that may change the current volume trends
Leverage working group and leadership forums with to drive awareness and engagement against key results
Gather feedback from Practice and leverage to influence change
Analyze current processes and proactively recommend changes to increase efficiencies
Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Prepare presentations to support recommended changes, enhancements & accomplishments
Required qualifications, capabilities, and skills:
Advanced knowledge of Call Center Operations
Strength in quantitative analysis, critical thinking, problem solving and innovation
Comfortable with ever-changing business environment and changing job priorities
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
Must be flexible with work schedule to accommodate business needs
Excellent follow-up skills
Must be able to work independently and in a group environment
3+ years of experience working in a large contact center or similar environment
Strong skills in Microsoft Office products (Excel, Work, Powerpoint etc)
Strong communication and presentation skills, leading with analytics
2+ years of experience using Apsect eWFM, Avaya CMS or equivalent WFM Scheduling tools
College degree or similar work experience required
Preferred qualifications, capabilities, and skills:
Ability to organize and prioritize work
Maturity in handling situation and ability to deal with conflicts constructively
About Us:
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team: J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
JPMorgan Chase
The Client Service Group (CSG) is responsible for meeting the day to day service needs of the Private Bank's high net worth and ultra-high net worth client base. Service is delivered through a very high-touch, team-based model with major service locations in the US, EMEA, and Asia. Client Service Associates are a critical component of the integrated client coverage model including Bankers, Investors, Capital Advisors, and Fiduciary Managers
The CSG Workforce Optimization Analyst obsesses about analytics to optimize capacity by proactively managing current and future supply and demand to maximize the Client, Advisor, CSA and Service Manager experience, while consistently achieving our KPIs
Job responsibilities:
Partner with leadership and client service teams to share market, team and individual performance
Share reports to communicate reasons for variances and recommendations for improved performance
Leverage JPMC or industry workforce management solutions to improve processes
Responsible for understanding historic contact volumes and influencing events that impact demand and supply
Partner with MIS team to build and improve analytics that measure demand/supply trends and performance
Works closely with various departments to stay informed about pending or current activities that may change the current volume trends
Leverage working group and leadership forums with to drive awareness and engagement against key results
Gather feedback from Practice and leverage to influence change
Analyze current processes and proactively recommend changes to increase efficiencies
Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Prepare presentations to support recommended changes, enhancements & accomplishments
Required qualifications, capabilities, and skills:
Advanced knowledge of Call Center Operations
Strength in quantitative analysis, critical thinking, problem solving and innovation
Comfortable with ever-changing business environment and changing job priorities
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
Must be flexible with work schedule to accommodate business needs
Excellent follow-up skills
Must be able to work independently and in a group environment
3+ years of experience working in a large contact center or similar environment
Strong skills in Microsoft Office products (Excel, Work, Powerpoint etc)
Strong communication and presentation skills, leading with analytics
2+ years of experience using Apsect eWFM, Avaya CMS or equivalent WFM Scheduling tools
College degree or similar work experience required
Preferred qualifications, capabilities, and skills:
Ability to organize and prioritize work
Maturity in handling situation and ability to deal with conflicts constructively
About Us:
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team: J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
JPMorgan Chase
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Permanent
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