Technology Support III - High Growth Tech (Assistant Vice President) (Commercial & Investment Bank)

At JPMorgan Chase, we are committed to delivering outstanding service and innovative solutions to our clients. As a global leader in financial services, we value diversity, collaboration, and a client-first mindset. Joining our team means being part of a dynamic organization that prioritizes professional growth and development. We offer competitive benefits, opportunities for career advancement, and a supportive work environment that encourages creativity and teamwork. If you're eager to drive impactful client onboarding and thrive in dynamic environments, we invite you to explore the exciting opportunities with us.

As a Technical Support III within the High Growth Tech Team, you will manage a team of High Growth Tech Analysts and act as an Escalation Manager. You will engage in cross-organizational reporting, executive communications, and interactions with business partners across multiple lines of business. You will ensure daily tasks are completed and lead departmental projects, challenging the status quo to help the team evolve to better meet the needs of our clients and internal partners.

Job responsibilities:

• Manage people and resources to meet or exceed network and skill level SLAs for all channels.
• Oversee the account opening and client documentation workflow, ensuring timely completion.
• Provide coaching to team members to address performance concerns and promote growth.
• Serve as an escalation manager, partnering with leadership and business partners to resolve client issues.
• Drive service improvements to enhance client experience and reduce call and email volumes.
• Collaborate with the Readiness team for projects aligned with the business support model.
• Demonstrate thought leadership and execution in key business priorities across geographies.
• Develop and maintain policies, procedures, and training materials.
• Ensure adherence to policies and timely escalation of potential fraud or security breaches.
• Safeguard client information and ensure compliance with security policies.
• Manage special projects and tasks as assigned by management.

• Minimum 5 years of Customer Service experience.
• Minimum 2 years of people management experience.
• Strong verbal, written, and interpersonal communication skills.
• Ability to adapt to a fast-paced environment and work flexible hours, including nights and weekends.
• Self-motivated and self-managing, demonstrating sound judgment and effective decision-making.
• Effective analytical approach and complex problem-solving skills.
• Strong time management and organizational skills.
• Ability to evaluate and analyze data.
• Ability to build and maintain good working relationships with business partners.

• Minimum 2 years of Technical Support experience (preferred).
• Extensive knowledge of payment services, regulations, and related procedures (preferred).
• Familiarity with API, JSON, ISO, and certificate management.
• Experience working in a Mainframe environment.
• Working knowledge of various operating systems such as Windows, Linux, and Unix.
• Proficiency in MS Office Tools: Outlook, Excel, and Word.
• Project management experience is beneficial.

• Work Schedule: WHEM shift (9pm/10pm start time); weekends off during training; post Go Live will be WHEM shifts Mon-Sat 7am-6pm MNL Time.
• All application requirements should be posted, submitted, and completed in the Oracle tool.