JPMorgan Payments - Client Service Team Lead Vice President 

Colombia, Bogota 

175724736

Job Responsibilities

• Conduct weekly staff meetings and regular check-ins with Payments partners.
• Serve as a customer advocate and liaison to enhance service quality across product and operational areas.
• Manage client relationships and internal service providers, resolve issues, direct production, and establish/monitor client SLAs.
• Ensure 100% tracking of client requests in near real-time, improving case data quality to reduce transactional inquiries through proactive client engagement, digital adoption, and pain point reduction.
• Drive exceptional client and team outcomes by identifying long-term solutions, analyzing client data, and developing strategies.
• Perform quality controls and monitor KPIs.
• Lead root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports, and enhancement requests.

Required qualifications, capabilities, and skills:

• Minimum of 5 years of managerial/leadership experience.
• Over 5 years in a Service or Client Relationship-focused environment.
• Strong people, project, and risk management skills with a passion for excellence.
• Comprehensive understanding of Wholesale Payments products, processes, and relevant market knowledge.
• Fluency in Spanish and English.

Preferred qualifications, capabilities, and skills:

• Ability to act with authority and influence others to take appropriate action; drive decisions and manage through conflict and change.
• Negotiation and strategic planning skills.
• Strong oral and written communication skills.
• Excellent problem-solving, analytical skills, and attention to detail.
• Diversity and Inclusion