JPMorgan Payments - Client Service Head Executive Director 

Mexico 

571781083

As the Mexico Payments Client Service Head you will lead a team of Client Service Account Managers (CSAMs) with the expectation to hire, train, motivate and coach them as they provide attentive and proactive service to clients.

Job Responsibilities

• Schedule and deliver weekly staff meetings as well as quarterly check-ins with the Payments country Heads and Sales partners (i.e., review Sales priorities, discuss Service priorities, etc.).
• Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas.
• Direct relationships with clients and internal service providers, resolves issues, directs production and establishes and monitors client SLAs.
• Drive 100% clients’ requests tracking in near real time, and improve case data quality to reduce transactional inquiries as a result of proactive client engagement, digital adoption, and reducing pain points.
• Owns and drives exceptional client and team outcomes - considers the bigger picture to identify long term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy.
• Perform quality controls and monitor KPI’s.
• Direct 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

• Have a minimum of 5 years of managerial/leadership experience.
• Greater than 5 years in a Service or Client Relationship focused environment.
• Demonstrated strong people, project, risk management skills and a passion for excellence.
• Comprehensive understanding of Wholesale Payments products, processes and relevant market knowledge.
• Must be fully fluent in Spanish and English.

Preferred qualifications, capabilities, and skills

• Ability to act with authority and influences others to take appropriate action; drives decisions and manages through conflict and change.
• Negotiation and Strategic planning skills.
• Strong oral and written communication skills.
• Excellent problem solving, analytical skills and attention to detail.