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Global Lead - Workforce Management, Governance & Reporting

JP Morgan

Location: Midlothian

Job Type: Full time


Job Summary

As an Executive Director – Workforce Management, Governance, and Reporting, you will be heading up our Workforce Management, Governance and Reporting teams focusing on ownership, enhancement and execution of end-to-end strategy and governance through design and delivery of an efficient operating model servicing multiple jurisdictions.

Reporting to the Global Head of International Consumer Bank, you will lead the Global Workforce Management, Governance and Reporting functions focusing on ownership, enhancement and execution of end-to-end strategy and governance through design and delivering on an efficient operating model servicing multiple jurisdictions.

You will champion the people agenda and lead an organization developing and growing talent across all levels and a high-performance organization culture.

Job Responsibilities

In this role, your key responsibilities will be:

  • Lead, develop and manage the day to day requirements across Workforce Management Strategy, Governance and Reporting teams, building high performing functions, delivering exceptional service experience and regulatory compliance
  • Act as subject matter expert for best-in-class planning strategies and controls frameworks
  • Own and drive efficiency programs, system/process improvements, focused on elimination of manual touchpoints and bespoke processes
  • Develop and execute workforce management strategies to meet customer demand and achieve business objectives, ensuring alignment between Product, Marketing, Finance, and Operations functions.
  • Analyse data, market trends, and customer insights to inform demand forecasts, inventory planning and appropriate site strategy
  • Provide strategic direction and oversight relating to the operational governance model, ensuring the governance framework is well designed and operating effectively
  • Engage with internal and external stakeholders to ensure transparent and effective communication regarding governance matters
  • Institutionalize a strong governance framework locally in the region and across all delivery sites to ensure consistently strong focus on quality, delivery and enhancing consumer experience
  • Optimize and standardise analysis and reporting to support the business and other stakeholders
  • Develop and implement a reporting suite to support product launches, operational activity and strategic decision making, leading the team to effectively analyse key data points to drive decision making and recommendations

Required qualifications, capabilities, and skills

  • Relevant leadership experience in a similar role
  • Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals
  • You are a commercially minded and outcome-oriented person who gets their sense of accomplishment from doing great work that leads to tangible success
  • Able to lead in debate on customer experience and have a genuine desire to provide best outcome for customers across all operational processes. Strong understanding of operational risk and controls monitoring and framework
  • Develop other leaders that will report to you by setting objectives and building career pathways. Able to manage difficult conversations and be comfortable with performance management when required
  • Familiarity with CRM systems and customer process flows and have a keen eye for aligning the operational process detail. Able to interpret MI/BI and develop strategy and make recommendations
  • Digitally savvy across different medians

Preferred qualifications, capabilities, and skills

  • Relevant expertise at a leadership level in Financial Services Banking Operations functions and processes and up-to-date knowledge of regulations
  • Experience in managing multiple teams, across cross-functional programs to deliver objectives at cost with experience of resource and budget management, including financial forecasting
  • Experience in developing and implementation of strategy. Demonstrated success in developing business strategy to deliver business outcomes.
  • Experience working in a high growth company, start-up environment, adaptable, agile in approach and able to work in a constantly evolving business
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