Description

The J.P. Morgan Wealth Management (USWM) business is focused on helping investors achieve their long-term financial goals and is comprised of the Chase Wealth Management Business, J.P. Morgan Advisors, Personal Advisors and Self-Directed our digital investing platform. The combined business has ~$600 billion in Assets Under Management and ~5,000 advisors located across 3,500 branches and 20 offices.

As the Vice President, Real Time Management within the Workforce Management (WFM) team for J.P. Morgan Wealth Management (JPMWM), you will partner with contact center management, functional areas, and other members of the WFM team to manage a team of Real Time Analysts and meet service level targets at interval, daily, and monthly levels.

Job responsibilities

• Lead, coach, and develop a team of Real Time Analysts responsible for monitoring intraday call-center performance
• Manage multiple lines of business simultaneously, ensuring service level targets are achieved at interval, daily, and monthly intervals
• Maintain and regularly update a real-time contingency playbook-developed in collaboration with key stakeholders-to activate escalation paths and corrective levers as needed
• Facilitate the daily performance huddle with business partners to review prior intervals, set objectives for the day, and align on staffing adjustments
• Partner closely with Workforce Planning, Operations, and Technology teams to identify emerging trends, anticipate risks, and implement proactive strategies
• Administer and optimize real-time routing configurations using Genesys and AWS frameworks to balance service quality with cost efficiency
• Oversee Alvaria/Aspect system utilization, including schedule adherence monitoring, intraday forecasting adjustments, and reporting
• Provide subject-matter support during business resiliency or unplanned events, coordinating cross-functional response efforts
• Develop, document, and maintain Standard Operating Procedures (SOPs) for the Real Time Management function

Required qualifications, capabilities, and skills

• Bachelor's degree in Business Administration, Operations Management, or related field
• Require 7+ years of experience in call center workforce management or operations, with at least 3 years in a real-time management leadership role in large-scale enterprise or multi-site environments
• Familiarity with business continuity planning and disaster-recovery protocols
• Require hands-on experience with core Alvaria/Aspect scheduling and reporting
• Strategic mindset and highly analytical thinker with sound business judgment
• Maintain a positive attitude and act as team player while delivering on high priority, time-sensitive initiatives
• Strong PC skills (Microsoft Office including Excel, PowerPoint, and Word)

Preferred qualifications, capabilities, and skills

• Require call routing expertise with Genesys and preferably AWS call routing solutions
• Intradiem application experience preferred

About Us

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

About the Team

\n Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.\n
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\n We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.\n