Client Service Manager - Senior Associate

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Job Description

If you are looking to lead a dynamic team in the Payments Solutions Centre, this role is for you.

As a Client Service Manager - Senior Associate in the Payment Solutions Center, you will be responsible for leading a team within our support centre, manage the day-to-day operations of the department and ensure that business objectives are consistently achieved. This position involves closely partnering with various stakeholders to lead local strategies for sustainable performance, improve enterprise-wide processes, and meet business objectives.

Job responsibilities

• Provides management support and oversight of the Payments Solutions Center team that span businesses and products; includes business planning, strategy, and resource allocation
• Creates a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals
• Manages and directs team activities and monitor progress
• Develops and implements operational plans, actions, and programs in support of long-term business objectives
• Operates in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
• Assists Internal Partners with escalations, questions and/or general support needs
• Participates in all hiring and performance management activities pertaining to the team
• Handles special projects and tasks as assigned by Management

Required qualifications, capabilities, and skills

• Proven leader of teams with a passion for customer service, with a focus on excellence, servicing customers in an eCommerce or financial services environment
• Ability to deliver on KPIs and execute on process improvements
• Passion for leadership, and coaching and developing employees, with a high degree of positive energy and endurance
• Excellent communicator and listener, both verbally and in writing, who is able to present persuasive arguments to executives and customers
• Ability to multi-task effectively and prioritize rigorously
• A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
• Ability to present complex information in an understandable and compelling manner
• Experience with statistical / trend analysis including merging multiple data points, creating ad hoc reports and translating results into strategy

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.