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Business Operations Analyst I

Req #: 180004218_1
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)

JPMorgan Chase & Co. is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking; financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan Chase & Co. brand, the firm serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients.


The Business Operations Analyst I position is integrated within the Centralized Service Solutions (CSS) team which is a Center of Excellence shop that supports and influences multiple lines of businesses across the firm. 

 

The Business Operations Analyst I will be responsible for monitoring systems and operational performance across multiple lines of business within the firm.  The individual will partner with key stakeholders to enhance the customer experience while maintaining a balanced financial approach. This person will work collaboratively across lines of business in an effort to unify processes where appropriate.  This person will be responsible for leading production assurance management through effective oversight and communication of production related issues (systems and applications).  The individual will be responsible for analyzing customer and system performance trends in an effort to optimize the customer experience and shareholder value across the CCB Organization. This includes communicating updates, operational and customer impacts, analytic results and control reporting information to business partners.  This person is expected to improve existing processes while developing innovative solutions for customer contact channel and applications through the development of controls and insights. 

                                                                                                                 


This position will also be responsible for:


  • 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

o   Collaborate on efforts to develop best practices, incorporate efficiency principles, identify and propose tactical and strategic opportunities to improve the customer experience

o   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

The qualified candidate will possess:

  • 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 mindset. 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 an 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

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