CCB F&BM - Workforce Optimization - Data Science Associate - Req #: 180082209 Location: Wilmington, DE, US Job Category: Accounting/Finance/Audit/Risk Potential Referral Amount: 3000 US Dollar (USD) JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com Consumer and Community (CCB) Global Finance & Business Management Office: The Business Planning and Analysis (BP&A) team is a part of Consumer and Community Banking Operations and is responsible for developing and managing staffing plans to ensure the successful execution of CCB Operations business objectives. The primary responsibilities of BP&A team include volume / demand forecasting, capacity planning, resource scheduling and business analysis/support. The Data Science analyst in BP&A team will be working on various CCB Operations Workforce Optimization projects, focusing on enhancing existing call volume forecasting, capacity planning and scheduling optimization processes. The incumbent will support the development of analytical tools to provide business insights needed in ensuring that our contact center network is optimally staffed and our customer service goals are being met. The associate will assist in developing the analytical framework and infrastructure that drives decision making within the business. This role leverages proven technical abilities in a quantitative field to design and automate data based solutions and algorithms that both improve the customer experience and impact the bottom line. The associate can manipulate large and diverse datasets to extract meaningful business information solve real-world business problems. This position also requires the communication skills necessary to synthesize complex analytical tasks into easily understood data-driven stories. A big part of the role is to be able to ask open-ended questions, explore new ideas, and choose appropriate techniques for solving a given problem. We are looking for someone who can work with minimal supervision, is a self-starter, and demonstrates a willingness to learn new business processes, skills, and technologies as required. More specific responsibilities: * Enhance existing models using advanced data science tools and techniques; specifically for Volume Forecasting, Service Level Modeling, Capacity Planning and Scheduling Optimization * Designing data driven tools and models to bring logic and structure to sometimes loosely defined, unstructured problems and ideas * Responsible for optimizing the various drivers/elements of demand planning, work rate planning and capacity planning functions * Improving the accuracy and efficiency of existing algorithms, models, and forecasts * Supporting the business through ad-hoc queries and analysis * Writing clean and concise code in either SQL or SAS to answer specific business questions * Analyze, interpret and translate metric performance across functions and across different lines of business products * Taking complex results and communicating them in an easily understood way, focusing on how specific results into the bigger picture * Persuading, informing, and influencing others based on findings through both verbal and written communication * Applied Knowledge: 3+ years of experience in applying Statistical and Machine Learning techniques to solving business problems in an operations environment * Educational Background: Advanced degree in quantitative discipline such as Statistics, Economics, Applied Math, Computer Science, or Operations Research * Advanced Mathematical Abilities: Proven ability to apply advanced mathematical concepts and develop simulation models to provide improved analytical insights to service based operations * Data Collection & Manipulation: Experience leveraging Teradata, SQL Server, or comparable database systems to perform data analysis and manipulation on large datasets. * Data Analytics: Experience leveraging analytical & statistical tools such as machine learning, time series forecasting, segmentation, optimization and discrete event simulation for improving operational efficiency * Analytical Software: Experience designing solutions with analytical tools: SQL, SAS, R, Excel, etc. * Operational Acumen: Past experience (educational or professional) in operations research a plus * Analytical Rigor: Ideal candidate would be an analytical thinker with superior data analysis skills; synthesizing information across multiple platforms, systems, and organizations. * Communication: Ideal candidate would be able to develop and deliver concise presentations that clearly articulate challenges, actions and results for complex matters - creating clarity and a bias for action with key stakeholders * Intellectually Curious Self Starter: Must be able to operate in a self directed manner with little direction; must have a strong desire to take the initiative to deliver superior results