Description

Join a high‑impact team shaping the client experience for Global Client Onboarding and Service. The Complaints Management Reporting team provides essential support to the Global Client Onboarding and Service organization.

As part of the Complaints Management Reporting team, you will build and sustain relationships with executive decision makers and business leads to set clear requirements and timelines; identify emerging trends, validate insights, and propose actionable solutions; and coach internal teams on data sources, analytics, controls, waivers, anomaly management, and accuracy. You will manage stakeholder experience and drive results while fostering a culture of integrity, respect, excellence, and innovation. The role also owns the development, documentation, and maintenance of reconciliation standard operating procedures, demonstrates excellence in written and verbal communication, and develops meaningful metrics and management reporting that translate data into decisive action.

Role location: Manila or Cebu; follows U.S. business hours.

Job Responsibilities:

• Establish and maintain strong relationships with key decision makers/executive contacts and business leads within all relationship types to ensure clear requirements and time frames are established
• Identify emerging trends, determine their validity, and propose solutions when appropriate
• Provide coaching, direction and guidance to internal teams on data sources, data analysis, controls, waivers, anomalies and overall accuracy scores in order to ensure knowledge sharing
• Manage stakeholder experience, and drive results
• Contribute to a business climate and culture that encourages integrity, respect, excellence and innovation
• Develop, document and maintain reconciliation standard operating procedures
• Demonstrate excellence with effective written and verbal communication
• Develop appropriate metrics and management reporting

Required capabilities, qualifications and skills:

• Proficiency with Excel/Access and data platforms such as Snowflake, Alteryx, Tableau, SharePoint, and Qlik Sense
• Proven ability to monitor and analyze data and translate insights into actionable recommendations
• Advanced problem-solving and analytical reasoning with sound judgment and agility
• Expertise in collating, reporting, and reconciling large datasets within a strong control environment
• Executive-level communication and influence; high-quality presentation skills (PowerPoint)
• Risk and compliance acumen; identify vulnerabilities and lead end-to-end mitigation of process gaps
• Strong stakeholder management across organizations and geographies; negotiate timelines and navigate difficult situations
• Proactive ownership and independence; prioritize multiple complex workstreams to deliver results
• Domain knowledge in Global Complaints Management, compliance, operations, legal, and risk
• Demonstrated change management and continuous process improvement leadership
• Strong client focus coupled with proven leadership and team-building skills

About Us

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 our FAQs for more information about requesting an accommodation.

About the Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.