Build a service hub that leaders and teams can rely on—every day. In this role, you will shape a consistent administrative experience while strengthening standards, controls, and performance routines. You will lead a Manila-based team that supports stakeholders across time zones. You will also help scale practical solutions that make administrative work simpler and more predictable. If you thrive in complex, matrixed environments, this is an opportunity to create measurable impact.
Job summary
As a Global administrative enablement hub lead in Administrative enablement, you will lead the Manila hub’s day-to-day service delivery while driving standard ways of working and continuous improvement. You will partner closely with global stakeholders to evolve service scope, build scalable enablement solutions, and strengthen stakeholder experience, quality, and controls.
Job responsibilities
- Lead daily operations for the Manila hub, including coverage planning, workload management, staffing priorities, and hiring needs
- Deliver a consistent, predictable experience for stakeholders and administrative professionals across supported coverage windows
- Own escalations end-to-end, ensuring root-cause analysis, corrective actions, and closure to reduce repeat issues
- Drive adoption of standard ways of working, including intake, triage, hand-offs, coverage processes, communications, and escalation routes
- Establish and maintain clear operating rhythms (weekly/monthly/quarterly) that translate performance insights into measurable improvements
- Embed consistent people practices such as role clarity, onboarding and training, coaching, and performance expectations
- Build and grow a Manila-based solutions capability that provides scalable enablement and program support as scope evolves
- Partner with process, product, and tooling stakeholders to define requirements that improve intake, workflow management, escalation handling, and communications
- Define, track, and use performance and quality measures, including timeliness, defect themes, and stakeholder feedback
- Identify operational risks and control gaps, assign clear ownership, and ensure remediation is completed and sustained
- Represent the Manila hub in governance forums, contributing to scope, standards, prioritization, and service evolution decisions
Required qualifications, capabilities and skills
- 15+ years of experience leading service-delivery operations in a complex, matrixed environment
- Demonstrated people leadership experience, including setting expectations, coaching, and performance management
- Proven ability to standardize ways of working and drive adoption through process design, governance, communications, and tooling
- Strong escalation management capability focused on accountability, root-cause resolution, and prevention of recurrence
- Experience embedding pragmatic quality and controls practices into operational delivery
- Strong stakeholder management skills, including clear written and verbal communication with senior audiences
- Experience defining and using performance reporting (for example: timeliness, quality, recurring issues, stakeholder feedback) to drive improvement
- Demonstrated ability to lead through change, balancing “run the business” delivery with continuous improvement priorities
- Ability to make disciplined execution decisions locally while aligning to agreed global standards and governance
Preferred qualifications, capabilities and skills
- Experience building or scaling a shared-services or enablement capability with a multi-region remit
- Workforce planning and organization design experience
- Experience partnering with product and technology teams to improve operational tooling and workflows
- Experience establishing governance routines and decision rights in a multi-stakeholder environment
- Experience supporting administrative services, executive support, or operational enablement functions
- Experience leading teams through the adoption and utilization of AI-enabled analytics, workflow automation, or intelligent process tools to improve operational efficiency and accuracy, reduce manual effort, and support consistent, well-controlled execution through coaching, change adoption, and continuous improvement.
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.
Skills Required
- 15+ years of experience leading service-delivery operations in a complex, matrixed environment
- People leadership experience, including setting expectations, coaching, and performance management
- Ability to standardize ways of working and drive adoption through process design, governance, communications, and tooling
- Strong escalation management capability focused on accountability, root-cause resolution, and prevention of recurrence
- Experience embedding pragmatic quality and controls practices into operational delivery
- Strong stakeholder management skills, including clear written and verbal communication with senior audiences
- Experience defining and using performance reporting to drive improvement
- Ability to lead through change while balancing business-as-usual delivery with continuous improvement
- Ability to make disciplined execution decisions locally while aligning to global standards and governance
- Experience building or scaling a shared-services or enablement capability with a multi-region remit
- Workforce planning and organization design experience
- Experience partnering with product and technology teams to improve operational tooling and workflows
- Experience establishing governance routines and decision rights in a multi-stakeholder environment
- Experience supporting administrative services, executive support, or operational enablement functions
- Experience leading adoption of AI-enabled analytics, workflow automation, or intelligent process tools
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, and vision, alongside wellness and mental health resources. Some locations add onsite health centers and related wellbeing support.
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Retirement Support — Retirement offerings include a 401(k)-type savings plan and related financial benefits, with options such as employee stock purchase participation. Financial planning resources are also highlighted to support long-term savings.
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Parental & Family Support — Paid parental leave of 16 weeks for birth or adoption is available for all parents. Child care and back-up child care resources further reinforce family support.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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