Investment Client Services Lead & Coach

JP Morgan Chase; Taguig; Sur place; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

JPMorganChase in Manila seeks a Client Services Manager to lead a multi-channel support team for investment and brokerage services. You will set expectations, manage daily operations, and coach performance to ensure reliable client outcomes.

You will collaborate with stakeholders to improve efficiency, service quality, and risk controls, while guiding talent development and maintaining strong governance across the client journey.

Qualifications

• 5 years of financial services experience in a contact center environment.
• 3 years of direct people leadership in investment/brokerage services.
• Strong written and verbal communication and ability to coach and handle escalations.

Responsabilités

• Lead, coach, and develop a team delivering consistent, high-quality client support across phone, chat, and email channels
• Set clear expectations and reinforce behaviors that support informed and appropriate client decision-making
• Run regular coaching routines, including huddles, one-to-one sessions, calibration, and performance reviews tied to defined service and quality measures
• Plan and manage daily operations, including staffing coverage, workflows, and supervisory routines to meet service targets and deadlines
• Monitor activity and service trends to identify emerging issues, remove blockers, and implement timely interventions that protect the client experience
• Resolve client and employee escalations using appropriate governance, documentation, and escalation protocols
• Analyze reporting to assess capacity and productivity, identify root causes, and recommend process or system improvements
• Partner with cross-functional stakeholders to execute initiatives that improve the end-to-end client journey and operational outcomes
• Support talent development through coaching, recognition, and input into talent review and succession planning discussions
• Maintain a strong risk and controls environment by exercising sound judgment and ensuring adherence to policies and procedures

Connaissances

Financial services

People leadership

Investing knowledge

Data-driven decisions

Multi-channel support

Shift flexibility

Communication skills

Process improvement

AI analytics awareness

Description du poste

JPMorganChase in Manila seeks a Client Services Manager to lead a multi-channel support team for investment and brokerage services. You will set expectations, manage daily operations, and coach performance to ensure reliable client outcomes.

You will collaborate with stakeholders to improve efficiency, service quality, and risk controls, while guiding talent development and maintaining strong governance across the client journey.