Planning Manager, VP, Customer Operations, Chase UK

JP Morgan

Location: Midlothian

Job Type: Full time


As the Business Analysis & Reporting Manager – Planning Manager within the International Consumer–Service Operations Team, you will be responsible for leading the Scheduling & Real-time teams. Having previous exposure to all Planning disciplines would be advantageous. You will bring this previous experience to this role and help shape the future of these of these teams as well as focusing in on ways of working, stakeholder engagement and quality outputs across the board. This role is a pivotal role as we expand the size and remit of the function and will report directly in to the Head of Planning.


  • Day to day management and oversight of the Scheduling team and the real-time team
  • Driving performance management across all team member as we strive for excellence
  • Ownership and accountability of all outputs from Scheduling & Real-time
  • Driving consistent and efficient ways of working across both teams
  • Driving process efficiency across both teams
  • Ensuring all communication channels are open and daily/weekly/monthly meeting cadence is delivered with actions tracked and deadlines met.
  • Facing off in to senior stakeholders on a daily basis to drive collaboration between Planning and the other areas of the business
  • Ownership and accountability for all relevant systems and tools and optimisation of these
  • Escalating issues to the Head of function as and when required in a timely manner
  • Ad hoc duties as assigned

Required Skillset/Experience:

  • Financial Services Call/Contact Centre experience preferred
  • Previous experience/knowledge of all planning disciplines i.e. Forecasting, Scheduling & Real-time
  • Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
  • Previous experience of using Aspect WFM software, call routing systems and real-time monitoring tools would be advantageous.
  • Excellent written and verbal communication skills
  • Excellent stakeholder management skills
  • Excellent leaderships skills
  • Ability to partner and work collaboratively with other teams across the business
  • Demonstrated ability to influence people at a variety of levels

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