Global Administrative Enablement Hub Lead (Manila) — Executive Director

JPMorgan Chase Bank, N.A.; Taguig; On-site; PHP 2,500,000 - 4,200,000; Full time

Job summary

JPMorgan Chase Bank, N.A. is seeking a Global Administrative Enablement Hub Lead to run the Manila hub’s day-to-day service delivery. You will partner with global stakeholders to evolve service scope, build scalable enablement solutions, and strengthen stakeholder experience, quality, and controls.

You will lead a Manila-based team, drive performance metrics, manage escalations end-to-end, and embed consistent people practices while aligning local execution with global standards and governance.

Qualifications

• 15+ years leading service-delivery operations in a complex, matrixed environment.
• Proven people leadership with coaching and performance management.
• Ability to standardize ways of working and drive adoption via process design and governance.
• Strong escalation management: root-cause analysis and recurrence prevention.
• Experience embedding quality and controls in operations.
• Strong stakeholder management with senior audiences.
• Experience using performance reporting to drive improvement.
• Ability to lead through change with continuous improvement.
• Ability to align local decisions with global standards and governance.

Responsibilities

• Lead daily operations for the Manila hub, including coverage planning and staffing priorities.
• Deliver a consistent, predictable experience for stakeholders across supported coverage windows.
• Own escalations end-to-end, ensuring root-cause analysis and corrective actions.
• Drive adoption of standard ways of working, including intake, triage, hand-offs, and escalation routes.
• Establish and maintain operating rhythms (weekly/monthly/quarterly) translating insights into improvements.
• Embed people practices such as onboarding, coaching, and performance expectations.
• Build Manila-based enablement capable of scalable support as scope evolves.
• Partner with process, product, and tooling to define requirements that improve intake and workflows.
• Define, track, and use performance and quality measures to drive improvements.
• Identify operational risks and control gaps and ensure remediation is sustained.
• Represent the Manila hub in governance forums influencing scope and standards.

Skills

People leadership

Stakeholder management

Process design

Governance

Escalation management

Change management

Operational delivery

Communication

Performance reporting

Continuous improvement

Job description

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.