Merchant Services Relationship Manager - Payments - Associate

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Job Description

The Merchant Services (MS) Associate Relationship Manager will report to the Executive Director Manager Europe, this role will be responsible for Europe, Middle East & Africa (EMEA) Merchant Services' clients in an assigned client portfolio, primarily through phone and written communication channels, with a high degree of face-to-face interactions where appropriate and when possible.

As the Relationship Manager, you will be a thought leader internally and externally in developing a vision for the overall success for the business area, functions and company. The key objectives will be to maintain existing revenue through retention of clients and increase revenue through expanding adoption of Merchant Services' products and services, whilst supporting the Head Quartered (HQ) based Relationship Management (RM) and coverage team to ensure global, consistent client management.

Job Summary

This position is part of the Merchant Services (MS) team within J.P. Morgan Payments covering European clients. As part of the Relationship Manager (RM) team, the RM Associate will be responsible for managing a small portfolio of clients, ensuring client satisfaction by providing quality service and coordinating client needs with other functions as required, and supporting senior RMs on strategic clients. Will provide active support, using effective communications, as well as problem solving skills, to solidify and expand acquiring relationships with clients. This encompasses client and market intelligence for existing clients, administrative support for the on-boarding process, preparing client-facing materials (proposals, PowerPoint presentations etc.) and other direct client efforts.

Job Responsibilities

• Operate as lead point of contact for all matters specific to your clients in region, coordinating the involvement of additional company personnel in order to meet client expectations and drive revenue for the business
• Establish the relationship strategy and develop productive, professional relationships with HQ or Globally based RM and any corresponding client contacts within J.P. Morgan (e.g. Banker, Treasury Services' and Trade representatives) to support the client globally and key internal stakeholders in the assigned portfolio
• Identify client needs and upsell/cross sell MS EMEA products by acting as a consultant for clients by problem solving and providing consultancy, data analytics and advice on how to best utilise the products and services of J.P. Morgan Merchant Services in EMEA
• Provide clients with comprehensive merchant acquiring payment landscape in EMEA, build business cases with clients and guide their decision-making process
• Support senior Relationship Managers within the team on strategic clients
• In a team environment, offer feedback and participate in projects for process improvements and actively sharing best practices and new ideas for innovation
• Treat every client interaction as an opportunity for customer retention and demonstrating the value of Merchant Services and the wider Payments organisation
• Maintain accurate records of client interactions; proactive reporting or dashboards on an agreed frequency; conduct customers satisfaction surveys and recommend ways of improving client satisfaction
• Understand the unique challenges and requirements in the industry/client segment and partner with internal stakeholders in the development, implementation and delivery of complex products and solutions
• Run client-focused internal projects and analyse key revenue and pipeline data in order to deliver monthly reports to senior management
• Some European and US travel required

Required Qualifications, Skills and Capabilities

• Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience
• Relevant experience in payment processing and merchant acquisition (various payment methods and their checkout experience, consumer behaviours) in EMEA
• Demonstrate partnership skills with internal and external stakeholders
• Knowledge of bankcard industry and procedures is an advantage
• Understand multiple complex systems and processes
• Knowledge of computer software systems including work processing and spreadsheets
• Build and maintain professional and productive relationships with peers, colleagues, and customers
• Communicate effectively both verbally and via written correspondence in a polished and professional manner in all interactions
• Demonstrate effective organizational skills with the ability to prioritize effectively to meet deadlines
• Demonstrate that you are an effective team player
• Can-do attitude with focus on flawless delivery and execution
• Work on own initiatives and generate innovative ideas

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.