Executive Director for Retail Service

Job Description

Join our team as a key leader in the Consumer and Community Banking Customer Service organization. Shape the future of retail service in Cebu by leading a dynamic team and driving impactful strategies. Unlock your potential to deliver superior customer experiences and foster a culture of excellence. As an Executive Director for Retail Service within the Consumer and Community Banking Customer Service organization, you will lead enterprise and site-wide strategies to improve business results in Cebu. You will manage a team of approximately 800 employees, collaborating closely with other business leaders to enhance customer experience and operational efficiency.

Job Responsibilities

• Exceed department KPIs and lead process improvement efforts across multiple sites.
• Provide leadership to direct reports, emphasizing staff development and managerial accountability.
• Manage financial goals, reviewing expense reports and forecasting expenses.
• Ensure compliance with regulatory requirements and manage risk and control within the business.
• Coordinate with US-based Functional business heads for efficient site operations.
• Run the business with discipline and strong controls to grow profitably.
• Assess and plan for future needs, recommending new methods and procedures.
• Create infrastructure for seamless communication and training on organizational changes.
• Collaborate with other CS leaders to manage processes holistically with a customer-focused approach.
• Develop world-class talent and industry-leading managers, ensuring employee satisfaction and retention.
  
  

Required Qualifications, Capabilities, And Skills

• Bachelor's degree or equivalent work experience.
• Minimum 10 years of senior operations leadership experience managing large teams.
• Proven record in business innovation and delivering high-impact results.
• Strategic mindset with a track record of driving efficiency and process improvement.
• Excellent leadership and people management skills.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proactive, results-oriented, and able to work in a fast-paced environment.
• Working knowledge of risk and operational management concepts.
• Ability to work in a team environment and influence change and ability to coach and develop staff.
• Understanding of Program/Project management disciplines.
  
  

Preferred Qualifications, Capabilities, And Skills

• Call center and customer service operations experience.
• Ability to work in a matrix environment.
• Strong analytical skills and advanced judgment capability.
• Adaptability to changing needs and deadlines.
• Budgeting, capacity planning, and forecasting experience.
• Experience and working knowledge of the US banking industry.
  
  

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.

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.