Client Service Manager - Vice President

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Job Description

This is an exciting opportunity to grow your career as people manager in Payments. Your primarily responsibility will be overseeing client experiences with JPMorgan Payments, providing guidance, and resolving issues by escalating them to senior management when necessary.

As the Client Service Manager - Vice President in the Payments team, you will be managing a dynamic and fast-paced Client Service Account Manager team. You will be responsible for overseeing a team that covers highly sensitive (Fintech) clients, driving performance and fostering a collaborative environment to achieve business goals. Your role will involve developing strategic initiatives to enhance client satisfaction and implementing best practices to streamline operations. Additionally, you will work closely with cross-functional teams to ensure seamless service delivery and continuous improvement.

The role may require travel.

Job responsibilities

• Is responsible for a Client Service Account Managers team and their Client experience across all aspects of their day to day relationship with JPMorgan Payments
• Manages a team of Client Service Account Managers, providing guidance and support
• Escalates any client problems to senior management and take ownership of resolutions
• Identifies and remediates service issues that impact the client and escalate potential risks associated with client activities
• Understands organizational structure to communicate and remediate client-impacting issues promptly and effectively
• Understands the client's business and ensure the CSAM anticipate their servicing needs and provide appropriate support and solutions (become the client's champion)
• Employs strategic thinking to improve processes and enhance the CSAM and client experience
• Conducts regular one-on-one meetings with the team to ensure alignment and address any concerns
• Identifies opportunities for product development and enhancement
• Develops internal partnerships (e.g. Sales, Operations, Product); promotes sharing of experience and best practice across the Service team

Required qualifications, capabilities, and skills

• Management experienced - proven track record of managing a team
• Payments product knowledge
• Strong Customer-facing / relationship management experience in similar area
• Excellent verbal and written communication skills, including executive communication skills
• Ability to develop and mobilize internal network, key stakeholders and associated resources
• Keen interest in the Banking digital technology transformation agenda
• In depth understanding of the importance of our Diversity, Equity and Inclusion philosophy
• Strong organizational skills; ability to manage multiple priorities whilst meeting deadlines
• Ability to work effectively under pressure

Preferred qualifications, capabilities, and skills

• Proficiency in additional languages

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.