Global Admin Enablement Hub Lead — Manila

JPMorganChase; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

JPMorganChase is seeking a Global Administrative Enablement Hub Lead in Manila to run day-to-day service delivery, establish standard ways of working, and drive continuous improvement across time zones.

You will partner with global stakeholders to evolve service scope, build scalable enablement solutions, and strengthen stakeholder experience, quality, and controls in a complex, matrixed environment.

Qualifications

• 15+ years of experience leading service-delivery operations in a complex, matrixed environment.
• Demonstrated people leadership experience, including setting expectations, coaching, and performance management.
• Proven ability to standardize ways of working and drive adoption through process design, governance, communications, and tooling.
• Strong escalation management capability focused on accountability, root-cause resolution, and prevention of recurrence.
• Experience embedding pragmatic quality and controls practices into operational delivery.
• Strong stakeholder management skills, including clear written and verbal communication with senior audiences.
• Experience defining and using performance reporting (for example: timeliness, quality, recurring issues, stakeholder feedback) to drive improvement.
• Demonstrated ability to lead through change, balancing “run the business” delivery with continuous improvement priorities.
• Ability to make disciplined execution decisions locally while aligning to agreed global standards and governance.

Responsibilities

• Lead daily operations for the Manila hub, including coverage planning, workload management, staffing priorities, and hiring needs
• Deliver a consistent, predictable experience for stakeholders and administrative professionals across supported coverage windows
• Own escalations end-to-end, ensuring root-cause analysis, corrective actions, and closure to reduce repeat issues
• Drive adoption of standard ways of working, including intake, triage, hand-offs, coverage processes, communications, and escalation routes
• Establish and maintain clear operating rhythms (weekly/monthly/quarterly) that translate performance insights into measurable improvements
• Embed consistent people practices such as role clarity, onboarding and training, coaching, and performance expectations
• Build and grow a Manila-based solutions capability that provides scalable enablement and program support as scope evolves
• Partner with process, product, and tooling stakeholders to define requirements that improve intake, workflow management, escalation handling, and communications
• Define, track, and use performance and quality measures, including timeliness, defect themes, and stakeholder feedback
• Identify operational risks and control gaps, assign clear ownership, and ensure remediation is completed and sustained
• Represent the Manila hub in governance forums, contributing to scope, standards, prioritization, and service evolution decisions

Skills

People leadership

Stakeholder management

Process design

Governance

Escalation management

Quality and controls

Change management

Communication

Performance reporting

Continuous improvement

Tools

Operational tooling

Analytics tooling

Job description

JPMorganChase is seeking a Global Administrative Enablement Hub Lead in Manila to run day-to-day service delivery, establish standard ways of working, and drive continuous improvement across time zones.

You will partner with global stakeholders to evolve service scope, build scalable enablement solutions, and strengthen stakeholder experience, quality, and controls in a complex, matrixed environment.