J.P. Morgan Wealth Management - Vice President, Real Time Management

The J.P. Morgan Wealth Management (USWM) business is focused on helping investors achieve their long-term financial goals and is comprised of the Chase Wealth Management Business, J.P. Morgan Advisors, Personal Advisors and Self-Directed our digital investing platform. The combined business has ~$600 billion in Assets Under Management and ~5,000 advisors located across 3,500 branches and 20 offices.

As the Vice President, Real Time Management within the Workforce Management (WFM) team for J.P. Morgan Wealth Management (JPMWM), you will partner with contact center management, functional areas, and other members of the WFM team to manage a team of Real Time Analysts and meet service level targets at interval, daily, and monthly levels.

• Lead, coach, and develop a team of Real Time Analysts responsible for monitoring intraday call-center performance
• Manage multiple lines of business simultaneously, ensuring service level targets are achieved at interval, daily, and monthly intervals
• Maintain and regularly update a real-time contingency playbook-developed in collaboration with key stakeholders-to activate escalation paths and corrective levers as needed
• Facilitate the daily performance huddle with business partners to review prior intervals, set objectives for the day, and align on staffing adjustments
• Partner closely with Workforce Planning, Operations, and Technology teams to identify emerging trends, anticipate risks, and implement proactive strategies
• Administer and optimize real-time routing configurations using Genesys and AWS frameworks to balance service quality with cost efficiency
• Oversee Alvaria/Aspect system utilization, including schedule adherence monitoring, intraday forecasting adjustments, and reporting
• Provide subject-matter support during business resiliency or unplanned events, coordinating cross-functional response efforts
• Develop, document, and maintain Standard Operating Procedures (SOPs) for the Real Time Management function

• Bachelor's degree in Business Administration, Operations Management, or related field
• Require 7+ years of experience in call center workforce management or operations, with at least 3 years in a real-time management leadership role in large-scale enterprise or multi-site environments
• Familiarity with business continuity planning and disaster-recovery protocols
• Require hands-on experience with core Alvaria/Aspect scheduling and reporting
• Strategic mindset and highly analytical thinker with sound business judgment
• Maintain a positive attitude and act as team player while delivering on high priority, time-sensitive initiatives
• Strong PC skills (Microsoft Office including Excel, PowerPoint, and Word)

• Require call routing expertise with Genesys and preferably AWS call routing solutions
• Intradiem application experience preferred