Vice President, Merchant Services Onboarding & Operations

JPMorgan Chase; Compostela; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

JPMorgan Chase in Cebu City, Philippines seeks a Vice President to lead Client Onboarding and Merchant Services Call Center Operations. You will drive day-to-day operations, ensure service standards, and align strategies with risk controls while building a high-performing team.

The role emphasizes data-driven decision making, process improvements, and collaboration across business, risk, and technology functions to deliver measurable client outcomes.

Qualifications

• Demonstrated experience leading client service teams in payments, electronic commerce, or financial services.
• Proven ability to deliver key performance measures and execute sustained process improvements.
• Strong leadership, coaching, and talent development skills.

Responsibilities

• Lead call center operations by setting daily priorities, staffing plans, and performance expectations.
• Oversee business planning, budget management, and resource allocation to support service delivery.
• Drive a client-first environment that delivers consistent, high-quality service and timely resolution.
• Manage inquiry handling, transaction processing, troubleshooting, and complaint resolution.
• Resolve escalations by applying sound judgment, communicating clearly, and ensuring timely follow-through.
• Implement operational plans and programs that support long-term objectives and agreed performance measures.
• Maintain a strong control environment by ensuring procedures are documented, understood, and consistently followed.
• Analyze service performance, identify trends, and deliver process improvements based on root-cause analysis.
• Partner with internal teams to coordinate process changes, technology enhancements, and readiness activities.
• Lead hiring, coaching, and performance management activities, including corrective action when required.
• Deliver special projects and management-directed initiatives with clear scope, milestones, and outcomes.

Skills

Leadership

Client service

Payments domain

Data analysis

Communication

Risk controls

Tools

CRM systems

Data analytics tools

Workflow automation

Job description

JPMorgan Chase in Cebu City, Philippines seeks a Vice President to lead Client Onboarding and Merchant Services Call Center Operations. You will drive day-to-day operations, ensure service standards, and align strategies with risk controls while building a high-performing team.

The role emphasizes data-driven decision making, process improvements, and collaboration across business, risk, and technology functions to deliver measurable client outcomes.