Vice President for Operations - Consumer Banking

Testing Site - JPMC; Metro Manila; In loco; PHP 3.500.000 - 5.500.000; Tempo pieno

Descrizione del lavoro

Testing Site - JPMC is seeking a Vice President within Back Offer Email Operations to lead a high-performing team responsible for post-interaction work across the email channel, including case resolution, documentation, investigations, and exception handling. The role drives operational excellence and data-driven transformation.

You will own end-to-end customer journeys across multiple lines and geographies, partnering with Customer Service, Product, Technology, Workforce, and Controls to

Competenze

• 7+ years of call center and/or customer service operations leadership.
• Experience leading managers and large teams.
• Strong stakeholder management and data-driven decision making.
• Bachelor’s degree or equivalent experience required.

Mansioni

• Own end-to-end functional performance with a business-owner mindset.
• Lead, coach, and develop leaders and teams.
• Build a high-performance, inclusive, customer-obsessed culture.
• Establish a disciplined operating rhythm to deliver results.
• Drive process redesign, standardization, automation, and tool adoption.
• Operate, support, and scale chat customer service across channels.
• Strengthen customer experience outcomes through cross-functional collaboration.
• Lead multi-channel alignment on handoffs and escalations.
• Ensure operational excellence and audit-ready governance with controls.
• Own KPIs and corrective actions across quality, productivity, cycle time, backlog.

Conoscenze

Leadership

Customer service operations

Stakeholder management

Data-driven decision making

Formazione

Bachelor’s degree or equivalent experience

Descrizione del lavoro

Customer Service organization is dedicated to continuously simplifying and improving the overall customer experience with Chase. We deliver world-class service by empowering our teams to make decisions that resolve issues quickly and effectively.

As a Vice President within Back Offer Email Operations, you will lead a high-performing operations function responsible for accurate, timely, and compliant completion of post-interaction work across the email channel (e.g., case resolution, documentation, adjustments, investigations, and exception handling). You will drives operational excellence, strengthens customer outcomes, and accelerates transformation through data-driven management, process redesign, and cross-functional partnership.

In this role, you will own the end-to-end customer journey across multiple lines of business and geographies, while setting the long-term strategy to improve efficiency, quality, and customer experience. You will partner closely with key stakeholders across Customer Service, Product, Technology, Workforce, and Controls to deliver sustainable performance and enterprise-wide process improvements. You will lead a team of 120+ specialists and people leaders (manager of managers) supporting multiple work products and outputs.

Job Responsibilities

• Own end-to-end functional performance with a business-owner mindset across results, people leadership, risk, and customer outcomes.
• Lead, coach, and develop leaders and teams through clear expectations, feedback, training, and readiness for future-state work.
• Build a high-performance, inclusive, customer-obsessed culture that attracts, develops, and retains top talent.
• Establish a disciplined operating rhythm (goals, routines, performance management, escalation paths) to deliver consistent results.
• Drive business transformation via process redesign, standardization, automation, and tool adoption; simplify complexity and scale solutions.
• Operate, support, and scale chat customer service (live chat and asynchronous messaging), applying good understanding of chat-specific operational dynamics including queue management, SLAs, handoffs, chat dispositioning, and drivers of re-contact.
• Strengthen customer experience outcomes by anticipating needs, communicating with empathy, and partnering cross-functionally on root causes and corrective actions.
• Lead multi-channel alignment on handoffs, shared ownership, and escalations while keeping operations optimized for resolution quality.
• Ensure operational excellence and audit-ready governance with strong controls, compliant decisioning, and complete, traceable documentation.
• Own key KPIs and corrective actions across quality, productivity, cycle time, backlog, and customer impact; enforce adherence to risk and compliance requirements.
• Apply rigorous problem solving and analytics to execute under ambiguity, forecast and staff to demand, deliver efficiency improvements, and manage budget/P&L drivers.

Required qualifications, capabilities and skills

• 7+ years of call center and/or customer service operations leadership experience, including managing managers and large teams.
• Demonstrated ability to build strong relationships with internal and external stakeholders to deliver shared outcomes.
• Proven ability to define a future-state vision and drive change through influence, goal-setting, and adoption.
• Strong decision-making and problem-solving capabilities, including ability to identify issues, evaluate options, and implement solutions.
• Excellent attention to detail and strong organizational, written/verbal communication, and executive presentation skills.
• Bachelor’s degree or equivalent experience required.
• Direct experience operating, supporting, or scaling chat customer service (live chat and/or asynchronous messaging). Good understanding of chat-specific operational dynamics: queue management, SLAs, handoffs, chat dispositioning, and drivers of re-contact.