Job Description
The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels.
Job Summary:
As a Client Service Manager within our organization, you will be responsible for supervising the day-to-day activities of a diverse team, with a focus on transaction processing support, client service delivery, and key control management. Your role will involve leading the team to meet financial goals and overall business objectives, while working in collaboration with global regions where our business operations are based. You will also be tasked with ensuring outstanding client service and managing escalations from both internal partners and external clients.
Job responsibilities:
- Effectively directs daily operations related to call center staffing and specialist preparedness, implementing strategic initiatives for product strategy and agent support, and ensuring effective implementation of call center tools and strategies.
- Diligently responsible for team performance, ensuring staff training and support, and providing tools for timely and complete resolution of client interactions while meeting satisfaction standards.
- Proactively drives performance on business metrics such as customer satisfaction, productivity, and controls, and evaluates staffing plans to achieve SLA goals, coordinating with cross-site and cross-functional peers for efficiency.
- Strategically shapes operational execution of client service strategies, partnering with cross-functional teams on key initiatives, managing operational risk related to payment and client data protection, and ensuring annual goals are met within budget.
- Efficiently manages daily processes for customer inquiry investigations, overseeing work prioritization and distribution, and ensuring seamless delivery to customers, while taking ownership of client problems and escalating issues as needed.
- Consistently identifies staff development needs, provides timely feedback, reviews development and performance management plans, and ensures team leaders manage these processes appropriately, performing regular reviews of policies and procedures.
- Successfully leads multiple projects, working with senior managers globally to identify technology, resource, and process needs, ensuring compliance with bank policies for time-sensitive transactions and problem resolutions, and making strategic and tactical decisions with little supervision.
Required qualifications, skills and capabilities:
- Over 10 years of operations or relevant experience, including at least 5 years in a client-facing role, and a minimum of 5 years in people management; holds a Bachelor's degree
- Possesses superior management abilities with a strong understanding of client servicing techniques and workforce management tools (eWFM, CMS, etc.); proficient in operations management and capable of meeting multiple deadlines.
- Demonstrates strong English oral and written communication skills, particularly in banking terminology, and exhibits strong problem-solving and decision-making skills; adaptable to change and effective in a fast-paced, multi-site team environment.
- Must have Banking or Treasury Services experience; willing to work night shifts.
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
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
