דרושים Cash Equities Middle Office - Client Service Asst Vice President ב-גיי פי מורגן ב-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 Wealth Management-IPB Cash-Team Leader within J.P. Morgan Asset & Wealth Management, you will manage day-to-day cash operations for Private Bank clients, ensuring compliance with regulatory requirements and optimizing processes. You will collaborate with global teams to drive transformation and innovation, while promoting a collaborative and inclusive work environment.

Job Responsibilities:

• Manage day-to-day operations, including monitoring and processing cash movements, managing exceptions, and enriching client money transfers.
• Support investigations into payment issues, handle fund returns and amendments, and ensure compliance with regulatory reporting requirements for EU and Asia.
• Contribute to process optimization by supporting operational model changes, managing error reports, and leveraging AI/ML and other advanced technologies.
• Assist in meeting market/currency deadlines, handling exceptions and escalations, training, operational controls, and policy adherence.
• Collaborate with Client Services, Bankers, Treasury Services, and other Operations organizations to enhance client experience.
• Support the transformation agenda and work with global teams to drive innovation.
• Assist in effective communication and influence within the team and with stakeholders.
• Operate effectively in a high-volume, rapid-paced, deadline-oriented environment.
• Proactively manage escalations, promote process improvement ideas, share best practices, manage risk, identify issues, and escalate as necessary.
• Support the creation of an effective control environment, assist in developing, implementing, and periodically performing key controls.

Required qualifications, capabilities, and skills:

• Experience in Financial Services, Operations, or management in Investment Banking or Wealth Management operations.
• Strong ability to build relationships and influence colleagues, business leaders, and functional partners.
• Strong industry experience with an understanding of standards.
• Consultative approach, understanding and anticipating business partner needs.
• Collaborate effectively with Operations Leaders and key partners.
• Drive critical thinking, proactively seek out best practices.
• Highly motivated individual with problem-solving abilities and transformation expertise.

Preferred qualifications, capabilities, and skills:

• Graduate Degree; MBA or other postgraduate degree is preferred.
• Knowledge of various automation tools and AI/ML understanding.
• Willingness to work in US, ASIA & EMEA shifts.
• Excellent written and verbal communication skills.
• Good analytical skills with attention to detail, quick grasping, and retention.
• Coordination and teamwork; Exception handling and subject matter expertise.
• Time management, flexibility, and adaptability to changes.

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.

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.