Client Services Manager: Multi-Channel Investment Support

Security Capital Research; Manila; Sur place; PHP 1 200 000 - 2 100 000; Plein temps

Résumé du poste

JP Morgan Chase in Manila is seeking a Client Services Manager to lead a team delivering support across phone, chat, and email for investment and brokerage services. You will set expectations, manage daily operations, and coach performance to ensure reliable outcomes for clients and colleagues.

You will partner with stakeholders to identify efficiency opportunities, strengthen controls, and elevate the end-to-end client journey in a fast-paced environment.

Qualifications

• 5 years of financial services experience in a contact center with exposure to investment/brokerage services.
• 3 years of direct people leadership experience managing teams in investment/brokerage.
• Understanding of personal investing solutions and brokerage capabilities.
• Ability to lead through change and drive adoption of new processes.
• Data-driven decision making and ability to improve outcomes.
• Experience identifying and delivering operational/process improvements.
• Strong written and verbal communication and escalation handling.
• Ability to work rotating shifts including evenings and weekends.
• Experience with AI-powered analytics, workflow automation, or intelligent process tools.

Responsabilités

• Lead, coach, and develop a team delivering consistent client support across phone, chat, and email channels.
• Set clear expectations and reinforce behaviours for informed client decisions.
• Run coaching routines, huddles, 1:1s, calibration, and performance reviews tied to service/quality measures.
• Plan and manage daily operations including staffing, workflows, and supervisory routines.
• Monitor activity and service trends to identify issues, remove blockers, and protect the client experience.
• Resolve client and employee escalations using governance and documentation.
• Analyze reporting to assess capacity and productivity and recommend improvements.
• Partner with cross-functional stakeholders to improve end-to-end client journey and outcomes.
• Support talent development through coaching, recognition, and succession planning.
• Maintain a strong risk and controls environment by adhering to policies and procedures.

Connaissances

People leadership

Financial services experience

Multi-channel support

Data-driven decisions

Communication

Change leadership

Escalation handling

AI analytics exposure

Description du poste

JP Morgan Chase in Manila is seeking a Client Services Manager to lead a team delivering support across phone, chat, and email for investment and brokerage services. You will set expectations, manage daily operations, and coach performance to ensure reliable outcomes for clients and colleagues.

You will partner with stakeholders to identify efficiency opportunities, strengthen controls, and elevate the end-to-end client journey in a fast-paced environment.