Client Service Delivery Manager jobs at Jpmorgan in United States, Columbus

• PMP Certification

J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.

As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.

Job responsibilities

• Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
• Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
• Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
• Drive operational results (SLAs and KPIs and the delivery of excellent service
• Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
• Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
• Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
• Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
• Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.

Required qualifications, capabilities, and skills

• FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
• Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
• Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
• Experience managing KPIs and SLA’ s as well as client-company relationships
• Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
• Passion for learning new things every day and a continuous improvement mindset

Preferred qualifications, capabilities, and skills

• 2+ years supporting service teams in a leadership capacity
• 4+ years experience with Client Service / Contact Center solutions
• 4+ years experience with CRM and help desk software
• Lean / Six Sigma certification
• Exposure to a wide array of financial products
• Series 9 and 10 licenses preferred
• University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory

Job responsibilities

• Develops a product strategy and product vision that delivers value to customers
• Own and articulate the product vision and roadmap, ensuring alignment with company strategy and customer needs.
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Collaborate with architects and engineering teams to address technical debt, application security breaks, Clearinghouse projects and drive technical innovation.
• Lead product launch activities, including communications such as release notes, quarterly and monthly reviews, training, user acceptance testing, and post-deployment analysis.
• Author use cases, prioritize requirements, and maintain a clear, actionable product backlog.

Required qualifications, capabilities, and skills

• Formal training or certification on security concepts and 5+ years of applied experience.
• Advanced knowledge of the product development life cycle, design, and data analytics.
• Good hands on technical knowledge in security, architecture, InfoSec trends, compliance, and risk.
• Hands on experience with Data Loss Prevention (DLP) tools and platforms (Broadcom DLP).
• Lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
• Expertise in standard documentation tools/utilities.

Preferred qualifications, capabilities, and skills

• Working in a highly matrixed, complex organization.
• Experience in security design, architecture, incident response, and strategic planning.
• Professional project or product certifications (e.g., PMP, CAPM, SPM, PDMA) or equivalent experience.
  

As a Vice President in the Domestic Trust Services / Fund Servicing team, you will support our Endowment and Foundation and Trust clients by providing accounting services and transactional support and processing. This position requires the understanding of advances accounting, cash, and securities movement methodologies. General responsibilities include partnering with internal and external partners and communicating with external clients/partners to gather and process information.

Job responsibilities

• Organize daily priorities to ensure deliverables are met for assigned activities.
• Process daily activities which include digital mail, subaccount, cash movement, securities movement of endowment and foundations and privately held entities.
• Be a subject matter expert on the methodologies of accounting, cash and securities movement.
• Display problem solving, analytical skills and independent decision making in line with position.
• Conducts quality control over other’s work.
• Be flexible and engaged with team members to meet departments deliverables.
• Lead, mentor, and participate in the development of associates.
• Be available to provide input to, test and help implement innovative technology as needed.
• Manage internal and external technology including Third Party Oversight management as needed.
• Support the development of marketing products and poses the ability to engage external U.S. banking clients.

Required qualifications, capabilities, and skills

• An undergraduate degree in Finance/Accounting or equivalent professional experience.
• Advanced understanding of investment account statements from financial institutions.
• Ability to interact with U.S. based clients to support product initiatives.
• Ability to partner with other business associates to develop process improvement strategies, integrate processes, and execute changes to or implementation of new processes.
• Ability to take ownership and be accountable.
• Ability to prioritize and manage multiple responsibilities simultaneously.
• Aptitude for analyzing issues and information accurately and demonstrating effective issue resolution and decision-making skills (fact-based decisions).
• Proficiency with Microsoft applications (Word, Excel, Access, PowerPoint).

Preferred qualifications, capabilities, and skills

• Fund accounting and/or experience with privately held companies.
• Experience of various banking/accounting software applications.
• Experience developing/converting to new banking/accounting software.
• People management/engagement experience and skills.
  

As a Vice President in the Wholesale Credit Risk team based in Thailand, you will be at the forefront of executing transactions across derivatives, liquidity and cash management products, loans, as well as acquisition & leveraged finance. You will be working closely with our business partners from various sectors including Corporate Banking, Global Investment Banking, Markets and Global Payments. Your role will be pivotal in promoting credit analytics including risk rating determination, industry assessment with a key focus on due diligence, structuring, negotiation, documentation, and approval of transactions. You will also be responsible for the ongoing credit monitoring and review work for all client facilities, providing you with a diverse and dynamic work environment.

Job responsibilities

• Be responsible for ongoing supervision and management of an assigned portfolio of corporate and institutional clients across a range of industries
• Take a lead role in the due diligence, structuring and documentation for transactions
• Conduct detailed review of forward-looking credit analysis, along with necessary financial modelling, to provide insight into clients’ industries and the key business and financial risks they face
• Exercise a meaningful credit approval authority
• Interact closely with transaction stakeholders including client coverage and product bankers, credit executives and legal counsel
• Review various credit and regulatory reporting requirements
• Mentor and develop junior Wholesale Credit Risk team members
• Track market and industry developments and their impact on clients
• Recommend and monitor internal credit ratings; and
• Support the team with ongoing ad-hoc initiatives and work streams

Required qualifications, capabilities and skills

• At least 6 years’ experience gained in a credit risk or credit analysis role within corporate, institutional and/or investment banking
• Strong credit risk analysis skills covering both qualitative and quantitative analysis
• Strong understanding of products across loans, derivatives and liquidity and cash management products as well as related documentation
• Ability to take an active role in identifying key issues and concerns relating to clients, their industries and transaction structures
• Ability to demonstrate good time management and clarity in thinking when dealing with multiple work streams in a fast-paced environment
• Ability to foster relationships and confidently interact with origination teams and other internal stakeholders

Preferred qualifications, capabilities and skills

• Highly proficient in Microsoft Excel with an ability to navigate through financial models, as well as other Microsoft programs (PowerPoint, Word, Outlook etc.)
• Undergraduate degree or post graduate qualifications in accounting, business, finance, or a quantitative related discipline