Lead Quality Control Manager, Loan Servicing Operations

JPMorganChase; Metro Manila; On-site; PHP 1,200,000 - 1,400,000; Full time

Job summary

JPMorgan Chase is seeking a Quality Control (QC) Manager in Loan Servicing to lead a team of QC Analysts and define the QC strategy across centralized money movement, loan servicing, and rules-based risk management.

You will drive remediation, monitor controls, and collaborate with Operations, Risk, Compliance, and Technology to reduce losses and improve customer outcomes. This role requires strong leadership, analytics, and reporting capabilities.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• Minimum 5 years of experience in loan servicing operations, quality assurance/control, operational risk controls testing, or audit, including experience with transaction processing/money movement.
• Minimum 3 years of people management experience (directly managing analysts or team leads).
• Demonstrated ability to build or mature a QC/testing program (sampling methodology, test design, defect taxonomy, reporting).
• Strong analytical skills and ability to translate findings into clear remediation actions and business outcomes.
• Strong risk and control mindset; sound judgment and attention to detail.
• Root-cause analysis and end-to-end process thinking.
• Ability to influence and drive remediation across Operations, Risk, Compliance, and Technology.
• Clear written/verbal communication and executive-ready reporting.
• High ownership, prioritization, and ability to operate in fast-paced environments.
• Proficiency in Microsoft Office applications.

Responsibilities

• Lead, coach, and develop a team of QC Analysts; establish clear performance expectations for quality, productivity, and documentation standards.
• Implement calibration routines to ensure consistent defect identification, severity rating, and scoring across the QC team.
• Build training and cross-skilling plans aligned to servicing priorities, new products, regulatory change, and emerging risk themes.
• Own the QC framework for loan servicing, including control coverage, sampling approach, test scripts/checklists, defect taxonomy, severity/impact rating, and governance cadence.
• Ensure QC activities align to operational risk, business process changes, policy updates, and technology releases.
• Oversee QC reviews for money movement processes, validating accuracy, timeliness, authorization, and traceability of transactions.
• Partner with process owners and risk teams to assess rules-based controls for design adequacy and operating effectiveness.
• Review exception handling quality and confirm appropriate escalation and closure discipline.
• Perform root-cause analysis on defects and drive corrective action plans with measurable outcomes.
• Produce actionable QC reporting and dashboards; present insights to senior leaders and governance forums.
• Support internal/external audits and reviews by providing evidence, narratives, and remediation tracking.

Skills

Leadership

Quality assurance

Analytical skills

Risk management mindset

Communication

Process thinking

Ownership

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Excel

Power BI

Tableau

SQL

Job description

JPMorgan Chase is seeking a Quality Control (QC) Manager in Loan Servicing to lead a team of QC Analysts and define the QC strategy across centralized money movement, loan servicing, and rules-based risk management.

You will drive remediation, monitor controls, and collaborate with Operations, Risk, Compliance, and Technology to reduce losses and improve customer outcomes. This role requires strong leadership, analytics, and reporting capabilities.