Head of Global Admin Enablement Hub

JPMorgan Chase & Co.; Taguig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

JPMorgan Chase & Co. in Manila seeks a seasoned Global Administrative Enablement Hub Lead to oversee day-to-day service delivery and drive standard ways of working. You’ll partner with global stakeholders to evolve service scope and build scalable enablement solutions.

The role emphasizes governance, quality controls, and continuous improvement while managing a Manila-based team across time zones. Strong leadership and change-management skills are essential.

Qualifications

• 15+ years leading service-delivery operations in a complex, matrixed environment.
• Demonstrated people leadership, 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 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 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 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

Escalation management

Stakeholder management

Change management

Communication

Governance

Operations management

Decision making

Risk awareness

Tools

AI analytics

Job description

JPMorgan Chase & Co. in Manila seeks a seasoned Global Administrative Enablement Hub Lead to oversee day-to-day service delivery and drive standard ways of working. You’ll partner with global stakeholders to evolve service scope and build scalable enablement solutions.

The role emphasizes governance, quality controls, and continuous improvement while managing a Manila-based team across time zones. Strong leadership and change-management skills are essential.