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Customer Service Vice President (Bilingual)

Customer Service Vice President (Bilingual)

JPMorgan Chase & Co.Manila, Metro Manila, Philippines
10 days ago
Job description

Join our dynamic team at Wealth Management, where we empower teams to navigate workplace incentives with confidence. Be at the heart of delivering high-quality client services in the Banking industry. Unlock your potential and make your mark with us.

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)

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    Customer Service • Manila, Metro Manila, Philippines