JPMorgan Customer Service Vice President Bilingual 

Philippines, Quezon City 

399084502

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)