Korean 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 Korean 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 to deliver outstanding support to our diverse client base, particularly Korean-speaking customers. This position involves leading operations that ensure seamless interactions across banking, investment, and wealth management services, while upholding our firm's high standards of integrity and client-centricity in the dynamic financial services industry. In this role, you will manage a team of service professionals, driving performance through strategic oversight and hands-on leadership. Responsibilities include resolving complex inquiries, implementing process enhancements to boost efficiency, and leveraging data insights to elevate customer satisfaction. You will collaborate with global stakeholders to align local efforts with JP Morgan's broader objectives, ensuring compliance with both Philippine regulations and international financial standards. Your bilingual expertise will be crucial in bridging cultural gaps, providing tailored solutions that resonate with Korean clients and contribute to our reputation as a trusted partner in Asia-Pacific markets. We seek a proactive leader passionate about customer empowerment and team development. By joining JP Morgan Chase, you will contribute to a culture of innovation and inclusion, where your efforts directly impact client success and organizational growth. This opportunity in Metro Manila offers exposure to cutting-edge financial technologies and a supportive environment that fosters career advancement within one of the world's most admired firms.

Key Responsibilities

• Lead a team of customer service representatives to deliver high-quality support to JP Morgan Chase clients, focusing on Korean-speaking customers
• Oversee daily operations in the Client Service Delivery team, ensuring adherence to service level agreements (SLAs) and compliance standards
• Develop and implement innovative solutions to resolve complex customer inquiries related to banking, wealth management, and investment services
• Monitor and analyze customer feedback to drive continuous improvement in service delivery and team performance
• Collaborate with cross-functional teams, including product specialists and compliance officers, to enhance client experiences
• Conduct training sessions on financial products, cultural sensitivity, and best practices for bilingual customer interactions
• Manage escalations and ensure timely resolution of issues while maintaining JP Morgan's commitment to ethical standards
• Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores
• Foster a positive team environment by mentoring staff and promoting professional development opportunities
• Ensure all activities comply with local Philippine regulations and global JP Morgan policies

Required Qualifications

• Bachelor's degree in Business Administration, Finance, Communications, or a related field
• Minimum of 5 years of experience in customer service management, preferably in the financial services industry
• Fluency in Korean and English, both written and spoken, with proven ability to handle complex customer interactions
• Strong leadership experience in managing diverse teams in a high-volume service environment
• In-depth knowledge of financial products and services, including banking, investments, and regulatory compliance
• Experience with customer relationship management (CRM) systems and service delivery metrics
• Ability to work in a fast-paced, 24/7 operational environment in Metro Manila

Preferred Qualifications

• Advanced certification in customer service or financial services (e.g., CFP or Six Sigma)
• Prior experience in a multinational financial institution like JP Morgan Chase
• Familiarity with Asian markets and cultural nuances in client servicing
• Proven track record in process improvement and team development initiatives
• Experience with data analytics tools for customer service optimization

Required Skills

• Bilingual proficiency in Korean and English
• Customer service excellence and empathy
• Leadership and team management
• Knowledge of financial services and products
• Problem-solving and conflict resolution
• Data analysis and reporting
• CRM software proficiency (e.g., Salesforce)
• Regulatory compliance awareness
• Cross-cultural communication
• Process optimization and innovation
• Time management in high-pressure environments
• Training and coaching abilities
• Attention to detail
• Adaptability to shifting priorities
• Strong ethical judgment

Benefits

• Competitive base salary with performance-based bonuses and incentives
• 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 programs, such as tuition reimbursement and leadership training
• Employee assistance programs for mental health and financial wellness support
• Flexible work arrangements and hybrid options in Metro Manila
• Access to JP Morgan's global employee discounts and perks

JP Morgan Chase is an equal opportunity employer.