Investment Client Services Manager

JP Morgan Chase; Metro Manila; Sur place; PHP 1 200 000 - 2 000 000; Plein temps

Résumé du poste

JP Morgan Chase in the Philippines seeks a Client Services Manager to lead a team supporting investment and brokerage clients via phone, chat, and email. You will set expectations, manage daily operations, and coach performance to ensure reliable outcomes for clients and colleagues.

You will partner with stakeholders to identify opportunities to improve efficiency, service quality, and risk controls, while driving a culture of coaching and continuous development in a fast-paced environment.

Qualifications

• 5 years of financial services experience in a contact center environment with exposure to investment and/or brokerage services
• 3 years of direct people leadership experience managing teams that support investment and brokerage services
• Demonstrated ability to use data to inform decisions and improve outcomes
• Experience developing processes and driving change in operations

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 client decision-making
• Run regular coaching routines, including huddles, one-to-one sessions, calibration, and performance reviews tied to service and quality measures
• Plan and manage daily operations, including staffing coverage, workflows, and supervisory routines to meet service targets
• Monitor activity and service trends to identify issues, remove blockers, and protect the client experience
• Resolve client and employee escalations using governance and escalation protocols
• Analyze reporting to assess capacity and productivity and recommend improvements
• Partner with cross-functional stakeholders to improve end-to-end client journey and outcomes
• Support talent development through coaching and succession planning discussions
• Maintain strong risk and controls environment with adherence to policies

Connaissances

Leadership

People management

Financial services

Multi-channel support

Data-driven decisions

AI-powered analytics

Communication

Shift flexibility

Description du poste

JP Morgan Chase in the Philippines seeks a Client Services Manager to lead a team supporting investment and brokerage clients via phone, chat, and email. You will set expectations, manage daily operations, and coach performance to ensure reliable outcomes for clients and colleagues.

You will partner with stakeholders to identify opportunities to improve efficiency, service quality, and risk controls, while driving a culture of coaching and continuous development in a fast-paced environment.