Client Onboarding & Service Cos Transformation jobs at Jpmorgan in Philippines, Quezon City

As a Tech Risk & Controls - Quality Management & Controls SME within the CTC organization, you will act as a risk partner and consultant, promoting control compliance with policies and standards while focusing on quality management practices. This role will be critical in enhancing existing processes and ensuring the integrity of controls across various technology initiatives.

Job Responsibilities:

• Provide guidance and best practices to drive awareness and understanding of the technology risk and controls framework, specifically focusing on quality management and controls challenges.
• Serve as a Controls-focused escalation Subject Matter Expert (SME) for customers and the CTC Service Desk, addressing complex queries and providing expert advice on control-related issues.
• Lead quality assessments and control reviews to identify risks and ensure compliance with organizational standards.
• Collaborate with cross-functional teams to ensure the accuracy and relevance of quality management processes and controls.
• Enhance the Quality Assurance/Quality Control (QA/QC) processes of the CTC Service Desk, implementing best practices to improve service delivery and customer satisfaction.
• Develop and implement governance frameworks for quality assurance and control processes.
• Monitor and evaluate the effectiveness of quality management initiatives, making recommendations for continuous improvement.
• Provide training and support to stakeholders on quality management processes and tools, including best practices for control implementation.
• Stay updated on industry trends and emerging technologies in quality management, controls and cybersecurity.

Required Qualifications:

• Experience : In technology risk management, quality management, or controls.
• Analytical Skills : Ability to analyze quality from a risk and governance perspective, identifying gaps and improvement opportunities.
• Technical Proficiency : Familiarity with quality management systems, control frameworks, and integration techniques.
• Project Management : Strong organizational skills with the ability to manage multiple tasks and priorities, focusing on risk reduction.
• Cybersecurity Knowledge : Strong understanding of cybersecurity principles and practices as they relate to quality management.
• Agile Methodologies : Familiarity with Agile methodologies and the Scrum framework.
• Customer Service Experience : Understanding of how quality management adds value to self-service and operational process.
• Communication Skills : Excellent communication and collaboration skills, with the ability to represent governance forums effectively.

Preferred Qualifications:

• Certifications : Relevant certifications such as Six Sigma, Quality Management Professional (QMP), or similar are a plus.

Job Responsibilities:

• Serve as the first point of contact for Wealth Management clients.
• Provide exceptional customer service and product knowledge.
• Communicate with customers via phone and email to deliver high-quality responses.
• Collaborate with other departments to resolve client queries.
• Adapt communication style to meet customer needs.
• Identify and recommend improvements within the Customer Support function
• Handle challenging conversations, including complaints.

Required Qualifications, Capabilities, and Skills:

• Proficient in Korean language both verbal and written
• Excellent customer service skills in telephone and email etiquette
• Strong client focus and interpersonal skills.
• Proactive mindset with a focus on continuous improvement.
• High level of technical skill in the field of expertise.
• Ability to exercise discretion and judgment.

Preferred Qualifications, Capabilities, and Skills:

• University degree in Economics, Finance, or equivalent work experience.
• Experience in a customer service role, preferably in financial services.
• Excellent communication skills.
• Empathetic problem solver with a passion for learning.

Additional Information:

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

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)

As a Talent Program Lead in the Client Onboarding & Service Solution Center, you will lead our best-in-class Customer Service Apprenticeship program, delivering future talent into a customer-focused organization. You will partner with internal and external stakeholders, support apprentices throughout their journey, and drive people-related objectives across the global Client Onboarding & Service Solution Center. You will help us build strong relationships with schools, colleges, and industry forums, ensuring an inclusive and impactful talent pipeline.

Job Responsibilities:

• Partner with the Emerging Talent team to lead a two-year Customer Service Apprenticeship program focused on customer service and French bilingual capabilities.
• Ensure an exceptional candidate experience throughout the application and assessment process.
• Maintain strong relationships with campus and experienced recruiting teams to leverage best practices.
• Build relationships with local schools and colleges, especially those with French language skills, and represent the firm at events.
• Execute all safeguarding requirements for the employment of minors.
• Provide oversight, mentorship, and support for individual apprentices during their program.
• Lead people-related program opportunities within the global COS Solution Center, including managing industry relationships.
• Partner with regional stakeholder groups to provide business and talent program information in wider forums and materials.
• Own the monthly Business Unit Review and contribute to reporting and communications.

• Previous program management experience.
• Business recruiting experience with a strong focus on candidate experience and diversity.
• High standards and attention to detail, with strong planning, organization, and time management skills.
• Consultative and decisive partner to clients; excellent relationship management skills.
• Excellent verbal and written communication skills, comfortable presenting to large groups.
• Passion for working with and assessing school and college students.
• Ability to work with large data sets to identify trends and provide regular reporting to senior stakeholders.

• Ability to perform data analyses and visualizations using tools such as MS Excel, Alteryx, or Tableau.
• Previous experience with talent programs or business management activities.

Job Responsibilities:

• Workflow management of the required supplier onboarding intake channels, due diligence, approval and provide guidance on operational execution.

• Central coordination across GSS, adjacent LOBs/Corp Functions and Suppliers.

• Execute tasks, initiate and operationalize processes and validate data.

• Monitoring and drive the timely completion of supplier onboarding tasks through reporting, tracking and escalation.

• Ensure quality and compliance of all required supplier onboarding activities, inclusive of operational enablement.

• Provide guidance on the current onboarding process and opportunities for continuous improvement through process innovation.

• Assist the team in collaborating with other supporting functions e.g. Legal, Compliance, and Tax, Risk experts across lines of business and corporate functions.

• Help drive appropriate stakeholder participation in various GSS related & adjacent functions.

Required Qualifications, Skills, and Capabilities:

• 8-10 years of experience in Operations, Oversight & Control, Vendor Management, or related roles with proven track record of accomplishment.

• Dynamic process improvement leader responsible for redesigning workflows & implementing process improvement strategies to enhance operational efficiency.

• Experience in process improvement methodologies & project management is an advantage.

• Desire to work in an operational environment that is fast paced and involves contact with multiple partners internal to GSS and to the larger firm.

• Internal advisory/management consulting experience in process optimization is a plus.

• Ability to partner closely with related functions (Sourcing, Legal, TPO, Payment ops etc.) to ensure a coordinated and effective program management.

• Solid communication and negotiation skills as well as being an expert written and verbal communicator.

• Excellent business judgment, particularly the ability to proactively monitor engagements to address issues early, performing root cause analysis to develop solutions.

• Solid business analysis & problem-solving skills to enable efficient, accurate and objective decision making.

Preferred Qualifications, Skills, and Capabilities:

• Bachelor's degree required with working knowledge of Monday.com, Signavio is preferred.

• Experience in financial service industry is preferred.

Join our Global Wealth Management team and play a crucial role in ensuring compliance with IRS tax certification requirements. Unlock your potential by collaborating with key stakeholders and contributing to tax-related project deliverables.

As a Tax Form Validation Associate in the Global Wealth Management team, you will ensure global conformity with IRS regulations for the Private Bank. You will work closely with internal stakeholders to validate US tax forms and oversee tax-related project deliverables.

Job Responsibilities:

• Review and validate tax forms, self-certification forms, and client documentation to ensure proper tax documentation.
• Ensure compliance with supporting documentation for tax form-related matters.
• Analyze client tax information across various systems, supporting data accuracy and completeness.
• Collaborate with team members in Manila and the United States to meet common goals and deadlines.
• Self-direct and manage personal tasks and deadlines.

Required qualifications, capabilities, and skills:

• Knowledge of IRS requirements, focusing on tax documentation and due diligence rules.
• Undergraduate degree in accounting, finance, economics, or related field.
• Highly organized and detail-oriented with strong analytical skills.
• Excellent written and verbal communication skills.
• Proficient computer skills, especially in Microsoft Office tools: Excel, PowerPoint, and Word.
• Ability to work US hours during training and extended hours during high-volume periods.

Preferred qualifications, capabilities, and skills:

• Advanced degree in accounting, finance, economics, or related field.
• Flexibility in handling different tasks and understanding varied circumstances.
• Ability to work independently and influence others effectively.

As a Business Transformation Associate within our Middle Office team, you will focus on supporting our Automation Platform. Your role will involve bridging the gap between Technology solutions and Operations needs. You will perform initial solution feasibility, provide solution recommendations, create test cases, troubleshoot, and understand the business requirement and translate it into technical specifications across the Commercial Banking landscape around Digital Adoption, Unified Desktop, Intelligent Automation Solutions, and Product Support through process improvement.

Job Responsibilities:

• Gather requirements by conducting interviews, workshops, and surveys to analyze business requirements and business process documents/workflow for feasibility and technology solution proposal.
• Collaborate with stakeholders, including business users, management, and IT teams to understand their needs and expectations, facilitating communication to ensure alignment and project visibility.
• Create detailed documentation, including business requirements documents (BRDs), functional specifications, use cases, test cases, and user stories.
• Develop test plans and test cases to ensure solutions meet business requirements, conduct user acceptance testing (UAT), and gather feedback from stakeholders.
• Assist project managers in planning, executing, tracking project progress, and reporting on status, risks, and issues; perform project management for small-scale projects.
• Support change management efforts by preparing training materials and conducting training sessions for end-users; assist in the transition of new processes and systems into the business environment.
• Support training for new joiners, aspiring operations/citizen developers, and perform minor coding as needed.
• Perform Citizen Development Scripting to a certain extent.

Required Qualifications, Capabilities, and Skills:

• Excellent communication skills, including confidence in managing cross-country meetings at different levels of stakeholders.
• Strong writing skills, including creating updates, business requirements, business cases, and day-to-day technical email conversations.
• Minimum of 2 years of experience in back office or shared service operations, involved in automation projects and process improvement.
• Knowledge in BRD creation, business case creation, and conducting testing.
• Familiarity with any Project Management Methodology.
• Experience with Python or UiPath.

Preferred Qualifications, Capabilities, and Skills:

• Experience in transactional processes like settlements, account opening, payments, and account offboarding.
• Educational background related to Finance, IT, or Engineering.
• Understanding of firmwide digital tools such as SharePoint, Tableau, Alteryx, Varcas, Powerforms, and AI.