Join our Business Analysis Team and play a vital role in shaping the future of customer operations. As part of our team, you will deliver powerful performance insights and drive meaningful change to achieve operational excellence within our Service Operations teams.

As a Performance Scorecard Lead within the International Consumer Banking team, you will be responsible for change management, target modeling and routinely re-calibrating goals, creating pilot scorecards, producing scorecards, partnering with external teams in leveraging fully automated scorecard reporting, and providing performance insights that will help operational leaders drive data and performance-driven decisions. This role also ensures that the approach to operations performance measures is balanced across Customer, Controls, Efficiency/Productivity, and People, is fair/consistent, is compliant on local regulatory requirements, and that the measures have an alignment with the JPMC Firmwide Dimensions. The role is also accountable to providing performance analysis of operations performance (from business to individual level) that will support execution of performance management in operations all done in a well-controlled environment and aligned to data governance expectations. You will be dealing with senior stakeholders within Customer Operations and Support functions, so ability to quickly grasp business requirements and to articulate thoughts well are essential skills to be successful in this role.

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Job Responsibilities:

Lead and manage the Performance Scorecard TeamEstablish and drive Performance Scorecard Team operating model by:Establish a balanced scorecard oversight and governanceFacilitate an end-to-end scorecard change management processRoutinely re-calibrate scorecard goals to drive overall business performanceRun and model performance measures to normalize performance distributionRun pilot programs for new scorecardsAlign scorecard goals to Firmwide DimensionsSupport the business in making data and performance-driven decisions through performance insights and partner with other stakeholders in leveraging fully automated scorecard reportingAlign book of work to privacy and data governance principles and expectations and ensure robust controls are being observed.Collaborate with the heads of operations and other teams in delivery full e2e scorecard solution.

Required qualifications, capabilities, and skills:

Minimum 8 years in a business analytics/data-related role AND statistics within contact center operationsMinimum 3 years in inclusive LeadershipExperience on performance scorecard reporting/management/build/governanceHands on experience in data wrangling tools (SQL, Alteryx)Advanced excel skills (ie. Index Match, xlookup, Analysis Toolpak, VBA, etc)Working knowledge of various statistical tools (ie. Python)Strong data visualization skills and ability to tell a compelling data story.Strong analytical and problem-solving skills, communication skills (verbal and written), and presentation skills.Ability to articulate complex data to non-data users in a way that would be easily understoodExcellent user of MS Office products (Powerpoint, Excel, etc)Effective organizational and project management skills

Preferred qualifications, capabilities, and skills:

Experience working Scrum and using JIRA/Confluence is a huge plus