Customer Service Vice President

3 days ago

Manila, Philippines JPMorgan Chase & Co. Full time

Join our dynamic team at Wealth Management, where we empower teams to navigate workplace incentives with confidence. Be at the heart of delivering high-quality client services in the Banking industry. Unlock your potential and make your mark with us.

As a Customer Service Vice President within Wealth Management, you will drive operational excellence in team. You will lead a team of Customer Support associates, ensuring the delivery of KPIs and high-quality customer service experiences. You will manage service delivery processes, prioritize and resolve service requests, and provide leadership in line with JP Morgan values.

Job Responsibilities:

  • Manage a team of Customer Support Associates and collaborate with regional Customer Service leaders.
  • Oversee contact center operations and make strategic decisions.
  • Define and implement action plans to achieve results.
  • Lead recruitment, training, IT development, and logistics planning.
  • Serve as a focal point between clients and internal departments.
  • Drive operational results, ensuring SLAs and KPIs are met.
  • Take ownership of complex problems and resolve ongoing issues.
  • Adhere to firm controls, policies, procedures, and regulations.
  • Assist with escalated issues from team members.

Required Qualifications, Capabilities, and Skills:

  • Proficient in any of these foreign languages – Mandarin, Japanese or Korean
  • Experience managing teams in the Customer Service/contact center industry in Financial Services.
  • Experience managing KPIs and SLAs.
  • Strong leadership, management, analytical, and decision-making skills.
  • Customer and achievement orientation.
  • Fast learner and independent problem solver.
  • Aptitude for process improvement and a flexible approach to change.
  • Passion for continuous learning and improvement.

Preferred Qualifications, Capabilities, and Skills:

  • University degree in Business Administration, Economics, Finance, or equivalent work experience (preferred but not mandatory).
  • 4+ years supporting service teams in a leadership capacity.
  • 4+ years experience with Client Service/Contact Center solutions.
  • 4+ years experience with CRM and help desk software.
  • Lean/Six Sigma certification.
  • Exposure to a wide array of financial products.

Additional Information:

  • Shift Schedule: 8:00 AM-5:00 PM MNL Time (Mon-Fri)
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