Operations Manager - Document and Business Solutions
Impact Capital Managers
Drive innovation and operational excellence in a fast-paced environment, shaping the future of business solutions.
As the Operations Manager in Document and Business Solutions, you will own day-to-day back-office operations to meet SLA, quality, and risk-control targets across all Philippine legal entities; promote service delivery improvements by partnering with product and technology to deploy secure, scalable AI, scan-as-a-service, and automation; lead and develop a high-performing team with clear goals and coaching; manage vendor partners to contracted outcomes, including performance, spend, and remediation; report operational performance and risks to the Country Lead with timely escalation and resolution; and champion a culture of accountability, continuous improvement, and inclusion.
Job Responsibilities
- Own daily back-office operations across Philippine legal entities; meet SLAs, quality, and customer experience targets; proactively flag risks and issues to the Country Lead.
- Enforce firm policies and SOPs; maintain a safe, compliant, audit-ready environment; drive remediation and preventive controls.
- Collaborate across all Philippine legal entities to deliver a seamless employee experience; act as operational liaison and escalation point.
- Partner with product and engineering to pilot and scale enhancements (e.g., AI, scan-as-a-service) aligned to employee needs and control requirements.
- Support financial targets through workforce planning, contractor utilization, vendor spend optimization, and expense management; contribute to budgets and variance analysis.
- Prepare KPI dashboards, operating reviews, and deep dives for senior stakeholders; track outcomes and ensure follow-through.
- Lead adoption of process improvements and new tools; run root-cause analyses, pilots, standardization, and documentation.
- Coach and develop employees and set goals, run regular 1:1s, and provide timely feedback and recognition.
- Align staffing and skills to demand; manage shifts, capacity, and succession; implement performance cycles and IDPs; partner with recruiting to attract, onboard, and retain diverse talent.
- Act as the Assignment Sponsor for contractors.
Required Qualifications, Capabilities, and Skills
- Bachelor’s degree or equivalent practical experience.
- 4+ years managing teams with a strong record of coaching and performance management.
- Strong supplier management, vendor management, and vendor relationship
- Strong organizational skills with outstanding attention to detail, time management, and planning.
- Ability to think strategically and execute tactically on transformational initiatives.
- Proactive problem solver able to identify critical issues and take corrective action quickly.
- Expertise in process improvement, design, and automation; fluency with metrics, SOPs, and control frameworks.
- Clear communicator capable of articulating vision and priorities to motivate and influence teams and partners.
- Demonstrated collaboration and relationship-building across functions and levels.
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.
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
Lead back-office ops, manage vendors, drive automation, and foster a culture of excellence and inclusion.