Business Operations Director - Branch Workforce Planning

Job Description

Are you ready to lead strategic and operational workforce planning for the Chase Consumer and Community Bank Branch network? Join a highly collaborative team that values relationship-building, strategic thinking, and solution-oriented members. As a Business Operations Director, you will drive innovation and digital transformation in workforce planning. You will have the opportunity to influence senior leaders and shape the future of our branch network. Be part of a team that embraces technology and continuous improvement.

 

As a Business Operations Director on the Branch team within Workforce Planning at JPMorgan Chase, you will lead the strategic and operational workforce planning for a network of approximately 45,000 employees. Reporting to the Head of CCB Workforce Planning, you will oversee operational planning, branch scheduling, delivery of new workforce planning products, and field support execution. Your role will require cross-functional collaboration with Analytics, Recruiting, HR, and field teams to develop integrated operational and financial plans. You will drive digital transformation and AI adoption in workforce planning processes and tools. This position offers the opportunity to manage a high-performing team and deliver measurable business results.

You will design, implement, and continuously improve workforce planning products to optimize demand-supply matching. Your responsibilities include overseeing daily service and staffing levels, developing robust data governance and reporting frameworks, and preparing executive-level business analysis for senior management. You will manage a team of approximately 31 FTE, focusing on talent development, coaching, and succession planning. The role also includes overseeing budget and financial planning for workforce initiatives and ensuring compliance with regulatory, data, and operational standards. Your leadership will be key in driving innovation and building consensus across diverse stakeholder groups.

 

Job Responsibilities:

• Formulate and execute workforce planning strategies with Branch Executive and Consumer Bank Leadership
• Lead cross-functional collaboration with Analytics, Recruiting, HR, and field teams for integrated operational and financial plans
• Drive digital transformation and AI adoption in workforce planning processes and tools
• Design, implement, and continuously improve workforce planning products to optimize demand-supply matching
• Oversee daily service and staffing levels to ensure achievement of business goals and service standards
• Develop and maintain robust data governance, reporting frameworks, and exception-based analytical tools
• Prepare and present executive-level business analysis, projections, and performance trends to senior management
• Manage a team of approximately 31 FTE, focusing on talent development, coaching, and succession planning
• Oversee budget and financial planning for workforce initiatives
• Ensure compliance with regulatory, data, and operational standards

• Drive innovation and continuous improvement in workforce planning

Required Qualifications, Capabilities, and Skills:

• Bachelor’s degree required
• 15+ years progressive leadership experience, including 10+ years in retail and financial services
• Demonstrated management and leadership skills, preferably in a large company
• Excellent analytical, problem solving, and technology skills (MS product suite, Tableau, BI tools)
• Strong communication, presentation, and writing skills
• Advanced proficiency in workforce management platforms, Excel, Tableau, and analytics tools
• Proven ability to deliver measurable business results through workforce optimization
• Track record of driving innovation and continuous improvement in workforce planning
• Ability to influence senior leaders and build consensus across diverse stakeholder groups
• Effective communicator, able to package and present complex information in executive formats

• Demonstrated ability to lead through change and ambiguity

Preferred Qualifications, Capabilities, and Skills:

• Master’s degree in business, analytics, or related field
• Experience with digital transformation and AI in workforce planning
• Experience managing large teams in a matrixed environment
• Familiarity with regulatory and compliance standards in financial services
• Experience with advanced analytics and business intelligence tools
• Proven success in talent development and succession planning
• Experience in budget and financial planning for workforce initiatives

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.