CIB - Division Leader - Manila

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/

About J.P. Morgan Corporate & Investment Bank
J.P. Morgan Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Job Description

Shift: Evening shift to support WHEM hours. Weekends off.

Client Services Leader is responsible for day-to-day service operations and relationship management activities for a portfolio of clients. Lead and participate in the development, execution and delivery of key process improvement projects. Interfaces with senior management and across lines of business and functions to ensure successful implementation of initiatives and client performance. Ensure all SLA's are achieved along with scorecard objectives. Ensures that client escalations are properly managed and resolved in an accurate and efficient manner. Responsible for performance management with staff with ultimate accountability for achieving client service objectives.

Key responsibilities:

• Leads a team of 10-15 Specialists who provide consultative support to internal and external clients via phone and e-mail on a variety of technical issues for a wide range of web based and internal applications. This includes troubleshooting file transmissions and automated reports, identification, research and resolution of client issues, response to client requests within strict service level requirements, document, triage, track and monitor requests to ensure timely resolution; all while demonstrating the Five Keys principles to provide a world-class client experience.
• Develops and coaches staff to promote a superior overall client experience and provides staff with regular coaching, feedback and career guidance
• Ensuring that client escalations are properly managed and resolved in an accurate and efficient manner
• Leads key initiatives to improve Service Operations and Client Services
• Ensures all key performance measures are met. Monitors and manages daily support metric
• Coordinates efforts with clients and internal business partners to resolve client issues
• Stays current with the latest learning and development innovations. Manages participation in service quality initiatives and programs
• Resolves conflicts by making broad decisions, recommendations, or achieving resolution through negotiation
• E nsure that the program is business relevant and targeted to the needs of the clients, markets, and line of business.

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran

Shift: Evening shift to support WHEM hours. Weekends off.

• 5-10 years of experience in Service Operations or Financial Institutions required.
• Service and operations experience is a plus
• Demonstrate on-going level of excellence in communication, team building, and quality delivery
• Demonstrate effective management skills
• Exhibit effective and creative problem solving techniques
• Proven ability to work both independently as well as a member of high performance-output teams in a fast-paced, deadline driven environment
• Exhibit strong analytical skills coupled with independent and reliable decision
• Well-developed ability to attract, train, develop and retain motivated employees
• Possess proficiency-level skills in MS Office Suite products
• Maintain a commitment to ongoing personal growth and development
• Demonstrated ability to simultaneously manage and effectively execute multiple projects

If you are interested in this opportunity, please discuss with your immediate manager before applying. Please be certain that you meet the requirements and qualifications described above.