Product Delivery Associate

2 weeks ago

Mumbai, Maharashtra, India JPMorganChase Full time ₹ 5,00,000 - ₹ 12,00,000 per year
Description

Play a crucial role in transforming ideas into functional products, while navigating through complex challenges. Develop your skills, contribute to meaningful change, and propel your career in an environment that values growth and learning.

As a Product Delivery Associate on the COMET Admin Team within Workforce Planning, you enable the release of products and features by overcoming obstacles. As an emerging member of the team, you work across the organization and enable the product to continuously deliver value, while gaining skills and experience to grow within your role. You will be responsible for designing and configuring the COMET application's functionality which supports over 30,000 front and back office users. COMET is a desktop application used in both the front and back office to identify efficiency opportunities, enhance the employee experience, and deliver real time opportunities for off-the-phone activity. Using analytical skills, agile thinking, and partner influence, you will be able to identify business opportunities and propose automation solutions that improve efficiency, reduce manual work, and enhance the employee experience

Job responsibilities
  • Supports delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while highlighting opportunities to improve efficiencies
  • Contributes to change management activities across functional partners and documents adherence to the firm's risk, controls, compliance, and regulatory requirements
  • Documents blockers and impediments to aid with dependency management and resource availability
  • Collaborates with the Product Delivery Manager to engage stakeholders and cross-functional partners to manage dependencies and timelines
  • Managing the COMET rules engine, connectivity, and functionality including support during maintenance events, regression testing for upgrades, and testing/implementation of new functionality.
  • Engage business partners regularly to share trends, identify efficiency opportunities, and find solutions that fit the needs of the business. Work with line of business leaders to gather information and troubleshoot possible issues.
  • Provide subject matter expertise within project teams as needed 
  • Exercise initiative and judgement to resolve problems within a range of established policies/procedures and perform complex data analysis to validate results, uncover risks, and support decisions
  • Partner with CCB Operations Workforce Planning and IT to troubleshoot and resolve user issues
  • Perform root cause analysis to identify when issues should be escalated to vendor partners
  • Deploy new rules and enhance existing rules to drive operating efficiency across CCB Operations ensuring controls over Workforce Planning activities for internal audits and procedure maintenance


Required qualifications, capabilities, and skills
  • 2+ years of experience or equivalent expertise in product management, project management, or a relevant domain area
  • Demonstrated experience or equivalent expertise in product management, project management, or a relevant domain area
  • Exposure to operational management and change readiness workstreams
  • Strong skills in MS Office Suite and high proficiency in WFP processes and applications (including Alvaria and Genesys)
  • Understanding of Analytical/Data Mining Systems such as Tableau, etc.
  • Excellent written and verbal communication skills 
  • Strong experience in business analysis, reporting of business data, problem identification, resolution, and root cause analysis with solid qualitative and quantitative analytical and proven problem-solving abilities
  • Ability to partner collaboratively with key stakeholders and demonstrated ability to  work fluidly with people at a variety of levels internally and externally
  • Advanced knowledge of Call Center and Back Office Operations, Contact Center Metrics, and Workforce Planning practices
  • Ability to demonstrate leadership capabilities
  • Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task and must be flexible with work schedule to accommodate business needs


Preferred qualifications, capabilities, and skills
  • Emerging knowledge of product release and deployment processes
  • Bachelors degree is preferred
  • 3+ years' experience working in large call center, multi-site, or similar environments and/or 3+ years' experience processing, forecasting, staffing, scheduling, and/or project management 
  • Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-lines of business
  • Experience with collaboration, communication, and presentation skills
  • Show high levels of professionalism and confidentiality at all times
  • Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB's required

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