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Wealth Management Operations, Workforce Management, CWM Service Centers, Executive Director

Req #: 170107361_1
Location: Chicago, IL, US
Job Category: Asset Management
Potential Referral Amount: 0 US Dollar (USD)
Job Description – Vice President – Workforce Management, CWM Service Centers
Our Business
Wealth Management Operations supports the JPMorgan Private Bank and Chase Wealth Management in JP Morgan’s Asset Wealth Management line of business.
The Private Bank is the world’s premier service provider for ultra and high net worth individuals.  Our goal is to help these affluent individuals across the globe optimize their wealth, after taxes and across generations. Wealth Management Operations provides end-to-end support for all aspects of the client experience, working closely with client service, fiduciary, product specialty groups, third party vendors and other internal groups.
Chase Wealth Management encompasses our Chase Private Client (CPC) and Chase Investment Services businesses. Through a dedicated team of a banker and J.P. Morgan Advisor, Chase Private Client brings our affluent clients concierge banking from Chase and access to the investment expertise from J.P. Morgan. Chase Investment Services provides investment solutions to a broad range of Chase customers through Chase Investment Advisors.  The J.P. Morgan Securities Client Service Center’s mission is to create a great client experience and help individuals across all 50 U.S states to save and invest wisely. The group works in a team environment to assist clients with service over the telephone and serves as experts on our online platform, such as
Role Description
The Workforce Manager leader will be a key member of J.P. Morgan Securities in our mission to create a great experience for the Chase Wealth Management (CWM) Clients and Front Office. The Workforce Management Team is the heart of Service Center Operations and responsible for all of the firms Call Forecasting, Scheduling, Pooling/Routing, Analytics, Agent Need-Capacity planning and reporting.
Job Responsibilities
  • Serve as a mentor by providing coaching, career development, and inter-departmental relationship management for the team
  • Develop statistical/staffing models for internal product/process changes such as regional integration initiatives.
  • Deliver ongoing reporting and analytics of client/advisor data and support ad-hoc analytics and predictive modeling ensuring efficient use of front line talent
  • Responsible for strategic planning and execution to enhance profitability, productivity and efficiency throughout service center operations area
  • Partner with Operations leadership to review data analytics turning the data into an action plan to improve profitability and service quality
  • Ensure timely and accurate delivery of reporting on all levels, from associate scorecards to high-level group KPIs.
  • Drive ongoing development of alternative workforce strategies. Support operations leadership team to execute on strategic initiatives
  • Lead the development of operations divisional budgets and reforecasts.
  • Align call handling to segmentation strategies
  • Build capacity models for client interactions, supporting processing and work flow efforts
  • Monitor and approve all operations hiring by delivering long and short-term staffing outlooks, monitoring requisition activity, and confirming all onboarding based on forecasted unit cost targets.
  • Responsible for workforce management function for operations division including scheduling, intra-day monitoring, and optimization of long and short-term resource allocation
  • Attend client calibration meetings to identify areas for improved service and communicate those improvements to the operations senior manager
  • Provide evaluation and recommendations of innovative and new technologies that will bring a competitive advantage to our business
  • Continuously identify customer-focused process improvement opportunities; map workflow and processes.
  • Participate on global, regional, and local projects as requested
  • May perform other duties as assigned



  • 10+ years of Operations Service center experience preferred
  • Experience with Call Forecasting, Scheduling, Pooling/Routing, Analytics, Agent Need-Capacity planning / reporting and working knowledge of various Workforce Management Systems, e.g. Aspect, Varasset, Genesys
  • 10+ years or more of financial services or brokerage experience preferred; strong business and investment acumen-knowledge of Investment Products, Individual Retirement Accounts (IRAs), managed accounts, and employee benefit programs required
  • Proven experience in a leadership capacity, ability to motivate at an individual and team level
  • Demonstrated ability to network, partner and influence leaders in various parts of the organization in order to move the business forward
  • Ability to balance producing strong results with proper risk management, strong compliance record in previous position(s)
  • Ability to manage multiple priorities in a fast paced environment; adaptive to change
  • Excellent communication skills, highly professional and experienced in creating and presenting information to large audiences at various levels of the organization
  • Extremely organized and detail oriented, demonstrated knowledge of Windows, Microsoft Office software (Word, Excel, PowerPoint, Access, etc.) and various file manipulation skills.
  • Ability to be flexible between the hours of 8:00 am–8:00 pm, Monday through Friday, and occasionally on Saturdays, 8:00 am–5:00 pm
  • FINRA Series 7, 66 (or equivalent), 9/10 (or equivalent), preferred
  • Bachelor’s degree preferred
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