Vice President - Custody Client Account Services 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.

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.

As a Vice President or an Executive Director CEEMEA Cash Equities Trader in Global Equities you will work in coordination with our capital markets professionals to help issuers access the equity markets as a top-tier equity underwriter.

EMEA Cash Equities provides risk and agency-trading capabilities to global clients executing in EMEA-listed stocks, across 3 execution channels: Single Stock, Program Trading, and Electronic Client Services. We have traders in London, Johannesburg, Riyadh.

Job responsibilities

• Provision of principal and agency execution capabilities for both domestic and international clients
• Taking and managing risk across local Emerging markets
• Collaborating proactively with the wider Emerging Markets traders in London, Johannesburg, Dubai and Riyadh
• Building and maintaining relationships with clients trading in these markets.

Required qualifications, capabilities, and skills

• Experience trading in Emerging markets
• Deep existing client relationships
• Proven trading track record of trading profitability
• Organizational and time management skills

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.

As the Vice President Advocacy Controls & Execution within APAC Complaints Management, you will lead the resolution of customer complaints across the APAC region, ensuring compliance with company policies and regulatory requirements. You will work closely with internal partners to address issues, deliver insights, and promote improvements in customer satisfaction.

Job responsibilities

• Direct the intake and documentation processes for customer complaints.
• Develop and implement strategies to resolve complaints efficiently, ensuring adherence to company policies and regulatory standards.
• Conduct thorough investigations to identify root causes and devise effective solutions for complaints.
• Collaborate with internal teams to uphold customer satisfaction and ensure compliance with regulatory requirements.
• Guarantee that complaint resolution processes are in strict accordance with company policies and regulatory mandates. Maintain up-to-date knowledge of regulatory changes and industry standards.
• Engage with internal partners to address complaints and drive continuous improvements.
• Foster a culture of collaboration and innovation within the organization.
• Analyze complaint data to discern trends and provide actionable insights.
• Prepare comprehensive reports for senior management, detailing key findings and strategic recommendations.
• Lead and mentor a team of complaint resolution specialists, promoting a high-performance culture.
• Encourage ongoing professional development and growth within the team.

Required qualifications, capabilities and skills:

• Extensive experience in complaint resolution, customer service, or regulatory compliance in a leadership role.
• In-depth understanding of regulatory requirements and financial industry standards.
• Exceptional research, analytical, and problem-solving skills.
• Outstanding communication and interpersonal abilities.
• Demonstrated leadership experience in managing and developing high-performing teams.

Preferred qualifications, capabilities and skills:

• Bachelor's degree preferred.

As the Quality Control Manager within the WLS Dealer Services LOB, you will be tasked with performing quality reviews and reporting. The reviews will be across various functional teams and comprise difficult, complex, or multilayered deals and transactions.

Job Responsibilities:

• Develop reporting tools for the Quality Control team.
• Perform reviews of customer files and transactions against pre-established criteria for quality control.
• Enter information accurately in quality system of record for tracking and reporting.
• Ensure all quality-related requests are completed within service level agreement (SLA). Ensure testing job aids and procedures are kept current.
• Follows documented quality policies and procedures.
• Identify and escalate error trending for training/coaching opportunities.
• Develop documentation of results and activity, which can include the preparation of standard reports, process updates, and issue logs and tracking. Develop a strong knowledge of the Operational processes.
• Collaborate with fellow Quality Managers and Analysts to determine best practices.
• Provide feedback to processor regarding errors.
• Participate in quality related projects, control testing which includes control walk through discussion and sample gathering, departmental projects as assigned.

Required qualifications, skills and capabilities

• Detail oriented with ability to work independently.
• Proactive/self-motivated including ability to work with moderate supervision.
• Strong organizational and multi-tasking skills with demonstrated ability to manage expectations.
• Ability to deliver on projects and tasks with competing priorities.
• Excellent written and verbal communication skills. Excellent computer skills; proficiency in MS Excel, Alteryx, SQL.
• Problem solving/Analytical skills – critical thinking.
• Ability to manage and research on projects as needed. Ability to work in a team environment. Ability to partner with colleagues and develop positive working relationships for sharing risk identification & resolution practices.

Preferred qualifications, skills and capabilities

• Quality Analyst/Business Analyst experience (preferred)
• Knowledge of Floor Plan lending (preferred)
• Knowledge of the Datascan System (preferred)