דרושים Client Care Specialist Ii 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.

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 an Underwriting Specialist in Private Banking Mortgage, you will play a critical role in supporting the mortgage business through comprehensive underwriting analysis. You will review and enter loan information, analyze income and credit, and assess collateral and financial statements to determine credit risk. You will partner with internal teams to resolve exceptions and ensure loans progress to final decisions, all while adhering to regulatory timelines. You will leverage your expertise to identify risks, suggest process enhancements, and contribute to a culture of accuracy and compliance.

Job Responsibilities:

• Achieve daily production targets and complete priority reviews within stipulated timelines
• Maintain process accuracy targets, ensuring less than 5% high QA error rate, and uphold high hygiene standards by following all process controls without lapses
• Assist in data collection and report preparation on various metrics to support business initiatives
• Identify and escalate issues, exceptions, and procedure gaps to management for timely resolution
• Interact with global stakeholders to resolve process issues and enhance process controls
• Allocate 90% of productive time to processing and 10% to business initiatives, reporting, and training activities
• Suggest process enhancements and automations for improved controls, and perform periodic risk and controls analysis with the team
• Review and enter loan information according to current underwriting guidelines, ensuring accuracy and compliance
• Analyze income by reviewing and validating US documents for debt-to-income ratio calculations, and conduct credit analysis including review of credit reports, scores, and public records in adherence to FACT ACT and FCRA regulations
• Analyze personal financial statements and asset statements to determine liquidity and leverage ratios, and assess collateral risks by reviewing purchase contracts, addendums, and property appraisal reports
• Coordinate with Mortgage Solutions Team and other internal teams to develop necessary credit information, add and review relevant underwriting conditions, resolve exceptional scenarios, identify credit risks and collateral variances, and ensure adherence to the 30-day timeline for all credit decisions per Regulation B (ECOA).

Required qualifications, capabilities and skills:

• Bachelor’s degree in Business, Finance, Accounting, or related field
• Two years of mortgage underwriting experience in US mortgage loan originations
• Experience reviewing and analyzing US financial documents, including asset statements, personal financial statements, profit and loss statements, personal tax returns, and credit reports
• Exposure to production management, work allocation, prioritization, exception handling, and process documentation
• Thorough understanding of all stages of the mortgage originations life cycle
• Expertise in mortgage underwriting concepts, ratios, and calculation methods, including debt-to-income, loan-to-value, liquidity, and leverage ratios
• Working knowledge of major US mortgage regulations

Preferred qualifications, capabilities, and skills:

• Three years of mortgage underwriting experience in US mortgage loan originations
• Advanced proficiency in risk and controls analysis
• Experience collaborating with global teams
• Strong analytical skills with attention to detail
• Effective time management and adaptability to US, Asia, and EMEA shifts
• Excellent communication and teamwork skills
• Proven ability to suggest process enhancements and automations

Job responsibilities

• Lead and conduct analysis and reporting using various data sources to identify optimization, automation and data opportunities, providing actionable insights that shape strategic decisions and measure benefits.
• Gather information and prepare independent research and analysis, developing executive-ready recommendations and innovative solutions for business challenges.
• Partner with business stakeholders to surface, synthesize, and prioritize demand, ensuring strategic alignment and preventing duplication.
• Translate operational challenges and business needs into structured, actionable requirements for technical teams, clearly articulating ROI, risk reduction, and efficiency gains.
• Facilitate and support design workshops, process documentation, and journey mapping to frame opportunities and refine requirements.
• Collaborate with business operations, optimization, automation and data or tech teams throughout solution development and testing, ensuring business context is preserved.
• Track delivery outcomes, adoption rates, efficiency gains, and ROI metrics; prepare executive-ready reports and presentations.
• Drive post-delivery enablement by overseeing solution adoption, leading user training, facilitating knowledge transfer, and gathering feedback from business units to ensure solutions meet needs and inform future improvements through lessons learned and continuous improvement.
• Validate delivered solutions against expected outcomes, map current processes, and quantify potential ROI.
• Coach and mentor less experienced team members and contribute to building and evolving the Insights & Enablement practice.

• Validate delivered solutions against expected outcomes, map current processes, and quantify potential ROI.

• Coach and mentor less experienced team members, and contribute to building and evolving the Insights & Enablement practice.

Required qualifications, capabilities, and skills

• 3+ years of experience in business analysis, process improvement, or operations strategy.
• Strong analytical, qualitative, and quantitative skills; ability to conduct independent research and provide actionable recommendations.
• Knowledge of or strong understanding of dashboards, business information systems, and data management practices.
• Experience with Lean Six Sigma, process improvement, or continuous improvement methodologies.
• Ability to document and visualize processes; familiarity with journey mapping techniques and tools (e.g., Visio, Lucidchart, Miro).
• Ability to synthesize findings into executive-ready documents and presentations with clear recommendations.
• Proven problem-solving and critical thinking capabilities.
• Effective communicator with strong verbal and written skills, including the ability to engage with senior management.
• Strong project planning and organizational skills; able to manage multiple demands simultaneously.

Preferred qualifications, capabilities, and skills

• Bachelor's degree or higher
• Exposure to data visualization tools (Power BI, Tableau, Qlik).
• Background in change management, enablement, or user adoption.
• Prior experience in preparing executive-level insights and ROI tracking.

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.

Job Summary:

As a Data Operations Associate in Commercial and Investment Bank - Middle Office, you conduct independent analysis to uncover patterns leading to new questions and solutions through data collection, integrity, utilization, requirements, and analysis. You apply your technical knowledge and problem-solving methodologies across multiple applications of moderate scope. Use your elevated technical skills to support the design and development of metrics reporting and dashboards to enable Operations Management to execute their strategic objectives and ensure conformance with all controls, policies, and procedures.

Job Responsibilities:

• Execute data migration efforts, ensuring seamless integration and minimal disruption to business operations.
• Develop and maintain ETL processes to support data migration and integration.
• Create and maintain dashboards and reports using tools like Qlik, Tableau and Power BI to provide insights to business stakeholders.
• Collaborate with business units to understand functional requirements and reporting needs, translate them into technical and data requirements, and deliver actionable insights.
• Implement data quality checks and validation processes to ensure data accuracy and reliability.
• Provide technical expertise and support for data-related projects and initiatives.
• Troubleshoot and resolve data issues in a timely manner.
• Maintain detailed documentation of data processes, systems, and workflows. Ensure adherence to regulatory requirements and company standards.

Required qualifications, capabilities, and skills:

• Minimum of 2 years of experience in data operations, data migration, and data visualization.
• Proven experience with data migration projects and tools
• Proven experience working with structured and semi-structured data
• Strong understanding of data warehousing and data modeling concepts.
• Familiarity with ETL processes and tools ( Python, Alteryx, Snowflake, and AWS environment)
• Proficiency in data analysis tools such as SQL, Python, Tableau, and Power BI.
• Strong analytical and problem-solving skills with high attention to detail
• Excellent verbal and written communication skills to convey complex data insights to non-technical stakeholders.
• Ability to manage multiple projects and meet deadlines.
• Strong team player with the ability to work collaboratively in a cross-functional environment.

Preferred qualifications, capabilities, and skills:

• Bachelor’s degree.
• Knowledge of query writing and execution using data analysis tools.
• Certification in Data Technology, Agile, or other project management applications.
• Experience with additional data analysis tools and technologies such as R, SAS, Hadoop, and Spark. (Plus)
• Understanding of data governance and data quality management principles.