JPMorgan Personal Investment Client Services Manager

JP Morgan Chase; Taguig; Presencial; PHP 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Financial services

People leadership

Investing knowledge

Data-driven decisions

Multi-channel support

Shift flexibility

Communication skills

Process improvement

AI analytics awareness

Descripción del empleo

Job Description:

Make a direct impact on how clients experience service while navigating important investing decisions. Lead a team that delivers consistent, high-quality support across multiple channels. Build an inclusive environment where people grow, performance is clear, and coaching is continuous. Partner across teams to improve processes, strengthen controls, and elevate the end-to-end experience. If you thrive in a fast-paced environment, this role offers meaningful leadership opportunities.

Job summary

As a Client Services Manager in the Client Services team, you lead and develop a team that supports clients through phone, chat, and email interactions related to investment and brokerage services. You set clear expectations, manage daily operations, and coach performance to deliver reliable outcomes for clients and colleagues. You also partner with stakeholders to identify opportunities that improve efficiency, service quality, and a strong risk and controls environment.

Job responsibilities

• 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

Required qualifications, capabilities and skills

• 5 years of financial services experience in a contact center environment with exposure to investment and/or brokerage support


• 3 years of direct people leadership experience managing teams that support investment and brokerage services


• Demonstrated understanding of personal investing solutions and brokerage capabilities, and how they align to client goals and needs


• Demonstrated ability to lead teams through change and drive adoption of new processes and ways of working


• Demonstrated ability to use data to inform decisions, prioritize actions, and improve outcomes


• Demonstrated experience identifying and delivering operational and process improvements


• Strong written and verbal communication skills, including the ability to coach, provide feedback, and handle escalations professionally


• Ability to work rotating shifts, including evenings and weekends, based on business needs


• Ability to operate effectively in a fast-paced, multi-channel environment (phone, chat, and email)


• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit ourFAQsfor more information about requesting an accommodation.