JPMorgan Client Service Manager III - JPMorgan Markets 

Argentina, Autonomous City of Buenos Aires, Buenos Aires 

812353249

J.P. Morgan’s Corporate & Investment Bank (CIB)

Markets Operationssupports all asset classes including equities, fixed income, currencies and commodities. Services provided encompass trade support, pre-execution support for electronic trade systems and vendor platforms, client servicing, regulatory reporting and controls, as well as asset servicing, clearing, settlement and collateral management, vaulting and movement of physical commodities and billing support for clients and partners in over 100 global markets. Our external clients include Asset Managers, Pension and Life Funds, Government Funds, Hedge Funds, Broker Dealers, Global Custodians, Agent Banks, Corporations, Retail clients and other Financial Institutions.

, a team part of Markets Operations, was formed just over 4 years ago and is comprised of client relationship managers, service specialists and product and delivery managers who are driven by a common goal – designing and building a new digital client service experience which brings together data, intelligence, people and a platform-mindset. Core to their way of working is an ethos which pushes each team member to combine their know-how of clients and processes with digital capabilities. With digital capabilities we have the opportunity to truly leapfrog, improving the client experience as well as creating unique value through client service – not only for our clients, but also for their clients.

The Role

In this role, you will be partnering closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend tactical & strategic solutions for improving Client Experience. You’ll be the bridge between product management, internal communications, design, and will collaborate cross-functionally to drive the teams objectives.

Job Description:

• Operations (Allocation: 70%):
  • Individual will be responsible for managing a Client Service team that provides Level 1 Helpdesk support to our state of the art proprietary applications for our Custody & Funds Services, Prime Brokerage and Markets clients and will be responsible for the resolution of issues which require interaction with hedge fund managers, traders, operations managers, compliance personnel and their vendors as well as internal groups including Operations, Application Development, Operate and Product Management among others
  • Manage the team that will provide enhanced client service support for VIP/top tier clients including single point of contact for all client issues. Need ability to understand client issues, application workflows, along with production support and AD escalations. Need to own client issue from reporting through resolution
  • Provide technical support and resolution for various applications hosted on JP Morgan Markets portal, their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.) they provide
  • Use data and analytics to inform product development and service standards
  • Execute process analysis, process mapping, data analysis and user interviews to define flows, pain points and needs
  • Prepare and deliver data-driven recommendations and supporting materials to support executive and key stakeholder decisions
  • Manage stakeholders by cultivating and establishing relationships with relevant parties (including senior leaders in the Business, Technology, Design, Operations, Business Management, Digital and control functions) to facilitate the flow of information and strong collaboration
  • Take a diplomatic leadership approach to involve stakeholders early and get cross-functional work done; be a proactive leader and decision-maker
  • Embrace a flexible mindset: pivoting from the micro-details to the bigger picture macro view, and back again

• Strategy and Transformation (Allocation: 30%):
  • Manage the development of a Target State vision, multi-year plan and roadmap of initiatives; oversee execution of roadmap and the development of the organization in line with the long-term strategic plan
  • Engage in the ongoing assessment of business challenges, needs, gaps, customer feedback, and key problem statements and recommend strategies to leverage JPM’s talents, assets and capabilities
  • Consistently exhibit Design Thinking and customer centric problem solving
  • Develop value propositions around scalable solutions that will address problem statements for internal and external clients
  • Support the development and implementation of simple process changes and low-level artifacts for the team if required
  • Measure project performance using the Objectives and Key Results (OKR) framework

Skills and Knowledge required:(specialized technical skills, training or education required to perform the job)

• Operations
  • Experience of 8 - 20 years with Client Service Operations, with at least 2+ years as a Team Manager. You always think 'clients first' and have strong people’s management skill
  • Strong problem solving, collaboration, communication, and presentation skills, with proven ability to influence multiple stakeholders without direct authority
  • Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations
  • Strong multi-disciplinary collaboration skills - particularly working closely with engineering and design colleagues to drive execution
  • Always an ally to product managers and other engagement specialists
  • You clearly communicate and involve stakeholders early and often and work to secure buy-in, address concerns, and incorporate feedback
  • You are calm: you address urgency head-on and handle difficult, ambiguous situations with a clear, cool head and an open mind

• Strategy and Transformation:
  • Experience with building a strategy, as well as the development and execution of roadmaps
  • Concise speaker, storyteller, writer and presentation creator: you can slice, dice, and distil a narrative from the complex into an executive summary
  • Experience with multiple marketing channels and a history of focusing on the right message for the right customer on the right channel (at the right time!)
  • Entrepreneurial spirit & ability to wear many hats with minimal direction
  • Comfort with Design Thinking framework, lean start up and familiarity with user-centred practices, UX design and product ideation
  • Data analytics skills covering as a basis, but not limited to, excel, access database, Alteryx, Tableau for business analysis
  • Data literacy and able to engage and collaborate with AI, Machine Learning partners on projects
  • Experience in fintech or the wider financial services sector would be a bonus, but is not essential