JPMorgan Chase - Vice President - Real Time Adherence - Workforce Planning

About the Role:

Are you ready to take on a larger leadership role, guiding teams and influencing strategy in a fast-paced, real-time environment? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.

As a Business Analysis Manager, Vice President on the Real-Time Adherence Team within Workforce Planning, you will serve as the primary business analysis leader connecting call center operations, Workforce Planning partners, and technology/product teams. You will define and drive the Real Time Adherence capability roadmap, ensuring solutions improve intraday execution, schedule adherence, exception management, and customer-impacting service performance.

You will lead requirement development from intake through implementation, own the operating routines and governance needed for consistent execution, and provide executive-ready insights on performance drivers and operational risks.

Job responsibilities:

- Lead cross-functional delivery by partnering with operations leaders, Workforce Planning disciplines, risk/legal/control partners, and technology teams to define priorities, dependencies, and delivery plans.

- Lead and manage a global team in partnership with Domestic/U.S. managers, driving aligned execution, consistent operating practices, accountability, and talent development across regions.

- Lead complex, cross-functional projects using disciplined project management, including clear scope, milestones, resources, dependencies, risks, governance, and executive reporting.

- Champion responsible use of advanced AI, including Microsoft Copilot and large language models, to improve analysis, documentation, reporting, decision support, and efficiency.

- Own requirements and solution definition: translate business needs into epics, user stories, acceptance criteria, process flows, and control requirements.

- Provide executive-ready performance insights using service level, volume, AHT, availability, schedule adherence, exceptions, shrinkage/off-phone activity, and overtime drivers to inform decisions and prioritization.

- Perform advanced analysis and root cause work to identify trends, risks, and opportunities; drive corrective action plans with measurable outcomes.

- Support implementation and change management including stakeholder alignment, communications, training inputs, readiness planning, and post-release validation of outcomes.

- Partner with Real Time leaders and teams to ensure solutions are operationally viable, clearly documented, and consistently executed.

- Drive continuous improvement through standard work, process documentation, reporting quality checks, and control strengthening to reduce operational risk and improve scalability.

Required qualifications, capabilities, and skills:

- Advanced knowledge of call center operations, contact center metrics, and workforce planning / real-time performance practices along with strong working knowledge of workforce management platforms and real-time concepts.

- Demonstrated ability to lead through influence across a matrixed organization and align stakeholders with differing priorities.

- Strong analytical and problem-solving skills; ability to translate complex intraday performance data into clear priorities, requirements, and execution plans.

- Proven experience eliciting and documenting requirements and driving delivery in an agile or iterative environment.

- Strong organizational skills with the ability to manage multiple priorities and deliverables simultaneously.

- Strong project management skills with experience leading complex, multi-region initiatives, managing priorities and risks, and delivering measurable outcomes and advanced applied AI skills, including Microsoft Copilot, large language models, prompt design, and practical business use cases.

- High proficiency in Microsoft Office products, Tableau, and business intelligence tools.

Preferred qualifications, capabilities and skills:

- Minimum six years' experience working in large call center, multi-site, or similar environments.

- Minimum six years' experience in processing, forecasting, staffing, scheduling, and/or project management.

- Proven experience leading multi-team operational transformations, including process standardization, control strengthening, and performance management improvements.

- Proven experience applying Artificial Intelligence and Machine Learning, including generative AI, Microsoft Copilot, and large language models, to solve business problems, enhance processes, and improve decision-making.

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