Client Service Manager - Vice President
J.P. Morgan
Customer Service
At JPMorganChase, we are committed to delivering exceptional client service. As a Client Service Manager – VP in Securities Services, you will have the opportunity to build strong relationships with our clients and ensure their satisfaction with our services. You will join the client service team with an assigned book of clients, taking ultimate ownership for client satisfaction by coordinating internal teams and resources to successfully service your book of business and drive client satisfaction.
Job responsibilities
- Build relationships with clients and serve as the escalation contact for clients and JPMorganChase stakeholders
- Own and conduct client meetings, update clients on product and system enhancements, and work to ensure ongoing client satisfaction
- Establish an ongoing governance structure and lead governance of processes for all products, including measurement and monitoring of service levels using KPIs and RAG ratings
- Partner with the Sales organization on incremental business opportunities and prospective deals
- Drive reduction of billing errors and carry costs
- Provide strong oversight and manage to completion all global initiatives in-flight by the broader organization
- Define and manage remediation projects to address any areas where service is no longer meeting client expectations
Required qualifications, capabilities, and skills
- Bachelor’s degree
- At least eight years of experience working at a financial services organization focused on servicing institutional clients
- Strong knowledge of Global Custody and/or Traditional, Hedge, Private Fund Services
- Strong communication, presentation, and project management skills
- Ability to work under pressure, prioritize appropriately, meet tight deadlines, and juggle multiple demands simultaneously
- Creative thinker and problem solver, able to manage through conflict, with a strong ability to adapt to changing priorities
- Ability to lead complex issues, engage appropriate business and external partners, and influence at all levels
- Ability to exercise sound judgment and make effective decisions on behalf of clients and JPMorganChase
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
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.
Join our Securities Services team to manage client satisfaction and service delivery for institutional clients.