Global Administrative Enablement Hub Lead (Manila) — Executive Director

JPMorgan Chase & Co.; Metro Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Global Administrative Enablement Hub Lead in Manila to steer day-to-day service delivery and establish standardized operating practices across time zones.

You will partner with global teams to evolve scope, build scalable enablement solutions, and improve stakeholder experience and controls. The role requires 15+ years of senior service-delivery experience, strong people leadership, and proven ability to drive process standardization, governance, and continuous

Qualifications

• 15+ years in service-delivery/operations leadership in complex environments.
• Proven people leadership and coaching experience.
• Ability to standardize ways of working and drive adoption through governance.
• Strong escalation management and issue remediation capabilities.
• Experience embedding quality and controls into delivery.
• Clear written and verbal communication with senior audiences.
• Experience using performance metrics to drive improvement.
• Ability to balance run-the-business with continuous improvement.

Responsibilities

• Lead Manila hub daily operations, including coverage planning and staffing priorities.
• Deliver a consistent experience for stakeholders across time zones.
• Own end-to-end escalations with root-cause analysis and corrective actions.
• Drive standard ways of working, intake, triage, hand-offs, and escalation routes.
• Establish operating rhythms translating insights into improvements.
• Embed people practices: onboarding, training, and performance expectations.
• Build a Manila-based enablement capability to scale support as scope grows.
• Partner with process/product/tech teams to improve tools and workflows.
• Define and track performance measures, timeliness, and quality.
• Identify risks and remediation ownership; ensure sustained closure.

Skills

People leadership

Ops leadership

Process design

Governance

Stakeholder mgmt

Performance reporting

Change management

Risk & controls

AI/analytics awareness

Job description

Build a service hub that leaders and teams can rely on -every day. In this role, you will shape a consistent administrative experience while strengthening standards, controls, and performance routines. You will lead a Manila-based team that supports stakeholders across time zones. You will also help scale practical solutions that make administrative work simpler and more predictable. If you thrive in complex, matrixed environments, this is an opportunity to create measurable impact.

Job summary
As a Global administrative enablement hub lead in Administrative enablement, you will lead the Manila hub's day-to-day service delivery while driving standard ways of working and continuous improvement. You will partner closely with global stakeholders to evolve service scope, build scalable enablement solutions, and strengthen stakeholder experience, quality, and controls.

Job 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

Required qualifications, capabilities and skills

• 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

Preferred qualifications, capabilities and skills

• Experience building or scaling a shared-services or enablement capability with a multi-region remit
• Workforce planning and organization design experience
• Experience partnering with product and technology teams to improve operational tooling and workflows
• Experience establishing governance routines and decision rights in a multi-stakeholder environment
• Experience supporting administrative services, executive support, or operational enablement functions Experience leading teams through the adoption and utilization of AI-enabled analytics, workflow automation, or intelligent process tools to improve operational efficiency and accuracy, reduce manual effort, and support consistent, well-controlled execution through coaching, change adoption, and continuous improvement.