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Job Description:

Business Analyst II - Webstats Req # 190064979

Location Mumbai, MH, IN

Job Category Operations

JP Morgan is a leading global financial services firm, established over 200 years ago
We are the leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management
We have assets of $25 trillion and operations worldwide
We operate in more than 100 markets
We have more than 243,000 employees globally
Our wholesale businesses include JP Morgans Asset Management, Commercial Banking and the Corporate & Investment Bank which provide products and services to corporations, governments, municipalities, non-profits, institutions, financial intermediaries and high-net worth individuals and families
Our corporate functions support the entire organization and include the following functions Accounting, Audit, Finance, Human Resources, Operations, and Technology
JP Morgan in India provides a comprehensive range of Corporate & Investment Banking, Commercial Banking, Asset & Wealth Management, and Corporate functions services and solutions to our clients, executing some of the most important financial transactions and providing essential strategic advice to our clients such as the government, large domestic and multi-national corporations, non-government organizations and financial institutions and investors India is a key market for JPMorgan Chase globally and our employees in India are a critical part of how we do business globally and are integrated within our businesses Our Global Service Centers (GSCs) are strategically positioned in Mumbai, Bangalore and Hyderabad to support the firms operations regionally and globally The centers provide comprehensive strategic support across technology and business operations processing to all lines of business and the corporate functions
The Consumer Banking Specialist is responsible for providing timely resolutions to our Consumer and Community Banking customers queries They will connect with our customers through inbound/outbound calls regarding transactions on their accounts such as payments, loans, charges/fees, interest rates, rewards and other issues

Job Position Description

As a Webstats Integrated Reporting Analyst you will be interfacing with various business units in Consumer & Community Banking (CCB) Operations to support their usage of Webstats and a variety of ancillary support tools through maintaining user access profiles and supporting end user inquiries and support requests You will be expected to maintain a general understanding of all reports, functions and tools within the Integrated Reporting environment to be able to support all users as needed This role includes performing User Acceptance Testing to support maintenance events and break/fix situations You will effectively and accurately utilize, SQL query tools, Excel and MS Access to perform research on data sources, understand reporting structures, and validate test results

You will be expected to develop a keen understanding of the unique business needs of assigned line(s) of business, securing a strong understanding of the system data, processes, and responsibilities of those involved in the business workflow You will assess and manage changes to business models or operating strategies, update reporting calculations, and test reporting changes to ensure data accuracy as needed You will also be accountable for recognizing opportunities and recommending enhancements to existing/ new process flow(s) to improve effectiveness, efficiency and quality of the end user experience, or effectiveness/usability of Webstats and other tools as warranted by the situation

Scope of Work

Lead a team of production support analyst and software testing team members for business and relative support groups across all of Consumer & Community Banking Division

Provide guidance on production support and testing teams work streams

Develop plan to meet quarterly and annual objectives

Managing production support and testing teams book of work

Preparing weekly performance and report delivery status

Developing and presenting teams results in the Monthly Business Review provided to executives

Maintain high standards and quality of deliverables

Improve SLA adherence and reduce defect leakages to the production environment

Participate in project activities including prioritizing, managing schedules, determining resources, preparing plans, data and documentation, and resolving issues

The ability to self-organize and multi-task is critical

Drive to motivation and ownership in the team members

Description

Seasoned and diverse experience with business analysis
Knowledge of effective project management
Knowledge of Contact Center Drivers, Metrics, and Dynamics
Understanding of CCB Lines of Business/Operations Centers needs and processes
Ability to consult and collaborate well with others
Proven competency in researching and analyzing business data and processes
Excellent analytical, problem solving, and time management skills
Experience in workflow analysis and documentation
Outstanding verbal and written communication and presentation skills
Strong teamwork and client management skills
Identifies and performs root cause analysis on process breaks, strategy enhancements and implement solutions
Reviews detailed reports of findings, presenting any irregularities to management
Creates environment of reliable data, transparency of issues, escalation and accountability
Adjusts approach when necessary, in light of new findings, to ensure appropriate focus and coverage
Identifies internal process opportunities and initiate strategic plans
Develops recommendations to strengthen internal controls and improve operational efficiency
Utilizes knowledge of business to level set the issues and escalate as appropriate
May lead various ad hoc projects

Bachelors Degree or equivalent work experience
Advanced Skills in SQL tools-preferred, MS Excel, MS Access, Power Point
2 years working knowledge required in the following
Financial Services Call/Contact Center industry
Knowledge of various call/contact center solutions (Telephony, IVR, Scheduling, Call Recording, eMail & Correspondence, Reporting/MIS Tools, Customer Experience drivers)
Business analysis, reporting of business data, problem identification, resolution and root cause analysis
Data marts, data relationships, query techniques/strategies/optimization
Proven competency in writing requirements and designing reports
Ability to interpret and create functional usage mock-up and process flows
Presentation/communication/delivery skills- written and verbal
Effective project management and multi-task handling skills
Customer relationship and experience management
Team work contributing beyond core role and responsibilities
ODBC Administration and connectivity
Oracle familiarity with packages, procedures and functions

Preferred Skills

Minimum 2-3 years of process improvement experience
Ability to interact with all levels of management and business partners
Ability to work independently with minimal supervision
Must be able to effectively handle competing priorities and have the ability to work as a part of multiple teams
Must have outstanding attention to detail and ability to learn complex processes that affect various functions and business units within Chase
Excellent oral and written communication skills
Welcomes and is adaptable to change

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Financial Services/Stockbroking
Functional Area : Accounting/Tax/Company Secretary/Audit
Role : Cost Accounting/ ICWA
Salary : As per Industry Standards
Deadline : 07th Jan 2020

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