Global Payments Investigations Lead – 24/7 Ops

JPMorgan Chase & Co.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

JPMorgan Chase & Co. in the Philippines seeks a Payment Lifecycle Manager II to lead an investigations operation in a 24x7 environment, overseeing a 19–30 person team delivering transaction processing, client service, and investigations for bank inquiries.

You will drive productivity, quality, and process improvements while partnering with global leaders to meet service targets and financial plans.

Qualifications

• Hold a graduate degree and have 7 years of experience working in a financial institution.
• Demonstrate experience leading teams in an operations environment with high-volume service delivery and time-sensitive commitments.
• Demonstrate experience managing performance through metrics, including productivity and quality measures.
• Demonstrate ability to drive process improvement, including documenting procedures and strengthening operational discipline.
• Demonstrate strong stakeholder management skills, including partnering with global leaders and peer teams.
• Demonstrate ability to manage risk awareness and control focus areas in daily operations.
• Demonstrate strong communication and people leadership skills, including coaching and setting expectations.
• Demonstrate ability to plan staffing and manage capacity to meet service targets.

Responsibilities

• Lead day-to-day investigations, transaction processing, and service delivery to meet client commitments with timeliness and accuracy.
• Manage a team of 19 to 30 staff members, including coverage planning to support a 24x7 operating model.
• Drive measurable productivity and quality outcomes through clear goals, monitoring, and continuous improvement.
• Review processes and performance regularly and implement actions to strengthen team capability and results.
• Maintain procedures by ensuring new and updated processes are documented and followed.
• Identify business knowledge gaps and ensure clear ownership of deliverables across the team.
• Partner with global location leaders to align execution, priorities, and service outcomes.
• Monitor management information and key metrics and ensure issues are resolved quickly and effectively.
• Set expectations with direct reports and coach through accountability, motivation, and role-model leadership.
• Build a team culture that adapts quickly to operational and organizational change.
• Own performance management and talent review processes for the team.

Skills

Team leadership

Stakeholder management

Capacity planning

Performance metrics

Process improvement

Risk awareness

Communication

Education

Graduate degree

Master's degree or professional qualification

Job description

JPMorgan Chase & Co. in the Philippines seeks a Payment Lifecycle Manager II to lead an investigations operation in a 24x7 environment, overseeing a 19–30 person team delivering transaction processing, client service, and investigations for bank inquiries.

You will drive productivity, quality, and process improvements while partnering with global leaders to meet service targets and financial plans.