As a Site Lead within the Consumer and Community Banking Collections business situated in Manila, Philippines, you will be accountable for Financial Performance, Quality, Regulatory Compliance, and Customer Satisfaction for Auto Collections, Auto Fulfillment, and Business Banking teams. Reporting to the Head of Collections - Corporate Center India & Philippines, you will also collaborate closely across the team member functions within the group and work with other business leaders who directly manage the team member functions. Your role will support the overall goal and business objectives, aiming to enhance performance, quality, customer experience, and manage business expectations.
Job Responsibilities:
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- Manage departmental performance through designated operations managers including monitoring regular productivity, provide guidance on staffing & workload adjustments, and adherence to policy & procedures
- Lead operations managers with on-shore counterparts to exceed collection department KPIs such as delinquency goals, flow rates, PTPs, etc for the department
- Lead process improvement efforts across multiple sites to enhance business results and customers experience
- Provide leadership to direct reports with emphasis on staff and skills development, while reinforcing organizational culture of managerial accountability and employee engagement
- Manage financial goals by reviewing expense reports, monthly budget performance reports, forecasting expenses, and making necessary adjustments.
- Manage risk and control in the line of business and continuously monitor compliance to regulatory requirements in all areas of the business • Support &/or lead enterprise-wide strategies to improve business results
- Manage participation of the collections department in local site-wide efforts in support of engagement, skills development & performance enhancement activities
Required qualifications, capabilities and skills:
- Bachelor's degree in Business Administration, Finance, or a related field
- Strong functional background and is hands-on in the business being responsible for.
- Strong knowledge of collections processes, regulations, and compliance requirements.
- Should have managed over 800 people in the Philippines and is also responsible for P&L (revenue generation) for the line of business.
- Demonstrated success in driving collections performance and achieving business targets.
- Excellent leadership and people management skills, with the ability to motivate and inspire teams.
- Strategic mindset with a track record of implementing innovative solutions to improve operations
- Exceptional communication and interpersonal skills to engage and influence stakeholders at all levels.
- Strong analytical and problem-solving abilities.
- Proactive, results-oriented, and able to work in a fast-paced, dynamic environment
Preferred qualifications, capabilities and skills:
- Proven experience in a senior leadership role within the collections operations field, preferably in a multi-location environment.
- Site Leadership is good to have but the functional quotient is more important.
- High Level Knowledge on AI / ML/ Robotics/ Analytics is good to have.
ABOUT US
JPMorgan Chase & Co., 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
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
When it comes to buying a vehicle or refinancing an existing car loan, many customers turn to Chase to help. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options and ease loan management.