JPMorgan Client Service Senior Manager 

United States, North Carolina, Charlotte 

478642269

As aat JPMorgan Chase, you will be a key leader in our Client Service team, managing a group of professionals dedicated to resolving client requests and enhancing our service operations. Your role will be pivotal in shaping our operational policies and precedents, using your deep understanding of our complex treasury and cash management products and services. You will be expected to leverage your expertise to identify trends, generate innovative solutions, and ensure the quality of service delivery within your area of responsibility. Your ability to influence, manage internal stakeholders, and drive continuous improvement will be crucial in this role. With your proficiency in project management, change management, and data & tech literacy, you will lead your team in delivering exceptional client service, while also contributing to the firm's strategic objectives.

Job Responsibilities:

• Lead and manage a team of Client Service Professionals, fostering a culture of continuous improvement and innovation to enhance the efficiency and resilience of our operating platform
• Develop and implement strategic operational plans, leveraging your deep understanding of our treasury and cash management products and services to deliver exceptional client service
• Analyze complex data and situations to identify trends and opportunities, using your expertise to develop and test innovative solutions that align with our operational policies and precedents
• Establish and maintain productive relationships with internal stakeholders, using your advanced skills in influence and communication to drive mutually beneficial outcomes
• Oversee the end-to-end change management process, including strategic communications, influencing others, and mitigating stakeholder impact, to ensure the successful implementation of new programs and processes
• Demonstrate strong leadership by mentoring team members, fostering collaboration, inspiring achievement of goals, and coaching employees to deliver best in class client interactions
• Manage client escalations while supporting the team to resolve issues and proactively reduce future occurrences

Required qualifications, capabilities and skills

• 6+ years of experience in leading and managing a team of professionals in a client service environment, with a focus on treasury and cash management products and services
• Proven ability to develop and implement strategic operational plans, with a track record of delivering exceptional client service
• Demonstrated expertise in analyzing complex data and situations to identify trends and opportunities, and develop innovative solutions
• Demonstrated leadership skills, with the ability to guide and mentor team members, foster a collaborative team environment, and inspire others to achieve project and organization goals
• Advanced skills in establishing and maintaining productive relationships with internal stakeholders, with a proven ability to influence and drive mutually beneficial outcomes
• Proficiency in overseeing the end-to-end change management process, including strategic communications, influencing others, and mitigating stakeholder impact
• Deep understanding of the industry, market trends, and the client’s business environment to provide insights and recommendations that align with their strategic goals
• Analyze client feedback to identify areas for service improvement and innovation
• Exceptional written and verbal communication abilities, articulate complex ideas updates and resolutions to internal and external key stakeholders
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with a focus on reviewing data, reports and creating presentation to support client service activities

Preferred qualifications, capabilities and skills

• Engage in strategic planning to align client services with organizational goals and client needs
• Develop and implement strategies to improve client satisfaction and service deliver, while aligning with and contributing to broader firm-wide initiatives
• Collaborate with cross-functional teams to ensure seamless client service operations
• Comprehensive knowledge of treasury and cash management products and services
• Bachelor degree and/or equivalent work experience
• Analyze client feedback to identify areas for service improvement and innovation.