JPMorgan Vice President - Relationship Delivery Lead 

Philippines, Quezon City 

879109059

As a Relationship & Delivery Lead within the Performance Reporting & Insights team, you will be responsible

Job responsibilities

• Understanding the Contact Centre Operational functions (front, mid, back office teams)
• Leading the end-to-end reporting product delivery processes including intake/requirements gathering, dependency management, change management, reporting product operationalisation, roadblock removal, and product performance reporting.
• Creating and defining the requirement and delivery roadmap and prioritisation working alongside the senior stakeholders
• Working with Business Analysis Associates within the team in documentation of business requirements and technical requirements and leading QA/testing/UAT of reporting products
• Acquiring relevant approvals (DUC) in processing and displaying data
• Understanding gaps in data feeds and working with external teams to onboard/ingest new data
• Building strong relationship with internal and external stakeholders
• May or may not manage individual contributors.
• Proactively providing ‘’value-add’’ to the business by telling a story behind the numbers through analysis and insights.
• Creating business cases that would help the operations team drive performance KPIs
• Synthesizing data and translating that into usable information and making recommendation that would help the business make decisions

Required qualifications, skills and capabilities:

• Minimum of 10 years in a business analytics, data-related leadership role supporting Contact Centre Operations, with relevant leadership and people management experience, Agile / Scrum Ways of Working
• Demonstrated ability to perform descriptive, diagnostic, predictive and prescriptive data analysis
• Strong inter-personal skills with ability to forge strong relationships with key stakeholders
• Data visualisation and ability to tell a compelling story using analytics (ie. MS Powerpoint)
• Strong understanding of the uses of data, data skills, and data tools.
• Strong problem-solving aptitude and idea generation, with the ability to go from conceptualization to execution.
• Ability to articulate complex data to non-data users in a way that would be easily-understood
• Excellent user of MS Office products (Powerpoint, Excel, etc)
• Excellent oral and written executive-level communication and presentation skills and excellent organisational and project management skills. Ability to manage own workload and deliverables.

Preferred qualifications, skills and capabilities :

• Experience using JIRA/Confluence is a plus.
• SQL, MySQL, Tableau, Looker, Salesforce Einstein/CRMA Analytics, Python, Big Data, AWS Redshift, Datalake – relevant exposure and experience in 1 or a combination of these tools will be a huge plus