Japanese Bilingual - Customer Service Manager

Location: Metro Manila, National Capital Region, Philippines

Job Family: Client Service Delivery

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to helping clients achieve their ambitions through innovative solutions and exceptional service. As a Japanese Bilingual Customer Service Manager in our Client Service Delivery team based in Metro Manila, Philippines, you will play a pivotal role in empowering workplace teams by delivering outstanding support to our diverse client base, particularly Japanese-speaking customers in the APAC region. This position requires a blend of leadership, cultural sensitivity, and deep financial expertise to ensure seamless interactions and foster long-term client relationships in a dynamic banking environment. In this role, you will oversee a team responsible for handling inquiries related to JP Morgan Chase's wide array of products, including wealth management, investment banking, and commercial services. You will drive service excellence by implementing best practices, leveraging bilingual capabilities to bridge communication gaps, and utilizing advanced analytics to anticipate client needs. Compliance with global standards and Philippine regulations will be central to your responsibilities, ensuring that all interactions uphold our firm's reputation for integrity and reliability. Collaboration with international stakeholders will be key to innovating solutions that enhance operational efficiency and customer satisfaction. We value professionals who thrive in fast-paced settings and are passionate about making a difference in financial services. Joining JP Morgan Chase offers not only the chance to lead impactful initiatives but also access to world-class resources for personal and professional growth. If you are ready to contribute to a team that redefines client service in the financial industry, apply today to become part of our Metro Manila operations.

Key Responsibilities

• Lead a team of customer service representatives to deliver high-quality support for JP Morgan Chase clients, focusing on Japanese-speaking customers
• Develop and implement innovative customer service strategies to enhance client satisfaction and retention in the financial services sector
• Monitor and analyze customer feedback and performance metrics to drive continuous improvement in service delivery
• Ensure compliance with JP Morgan Chase's policies, financial regulations, and data security standards
• Collaborate with global teams to resolve complex client inquiries related to banking products, investments, and transactions
• Train and mentor team members on bilingual communication best practices and financial product knowledge
• Manage escalations and provide solutions for high-priority customer issues in a timely manner
• Utilize data analytics to identify trends and recommend process enhancements for operational efficiency
• Foster a positive team culture that aligns with JP Morgan Chase's core values of integrity and excellence
• Contribute to the development of multilingual support resources and tools for the APAC region

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field
• Minimum of 5 years of experience in customer service management within the financial services industry
• Fluency in Japanese (JLPT N1 or N2 level) and English, with proven bilingual communication skills
• Strong understanding of financial products and regulatory compliance in banking
• Experience leading teams in a high-volume customer service environment
• Proficiency in customer relationship management (CRM) systems and data analytics tools
• Ability to work in a fast-paced, global environment with cross-functional teams

Preferred Qualifications

• Advanced certification in customer service or financial services (e.g., CFP or equivalent)
• Prior experience in a multinational bank like JP Morgan Chase
• Knowledge of Philippine financial regulations and APAC market dynamics
• Experience with process improvement methodologies such as Lean Six Sigma
• Master's degree in a relevant field

Required Skills

• Bilingual proficiency in Japanese and English
• Customer service excellence and empathy
• Leadership and team management
• Financial product knowledge
• Regulatory compliance awareness
• Data analysis and reporting
• CRM software proficiency (e.g., Salesforce)
• Problem-solving and conflict resolution
• Communication and presentation skills
• Project management
• Adaptability in multicultural environments
• Attention to detail
• Time management and prioritization
• Analytical thinking
• Technical aptitude for financial systems

Benefits

• Competitive base salary with performance-based bonuses
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and parental leave
• Professional development opportunities through JP Morgan Chase's learning programs
• Employee stock purchase plan and financial wellness resources
• Flexible work arrangements and hybrid options in Metro Manila
• Access to global mobility programs and career advancement paths

JP Morgan Chase is an equal opportunity employer.