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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. Note : For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.

Mumbai

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

Job Description for JPMorgan Chase - Vice President - Real Time Adherence - Workforce Planning  in J.P. Morgan in  Mumbai for (6-12) years of experience. Apply Now!

JPMorgan Chase - Vice President - Real Time Adherence - Workforce Planning  | iimjobs.com