JPMorgan Client Service Manager - Payments Vice President 

United States, Florida, Tampa 

270206276

As a Client Service Manager in Payments, you will be responsible to manage a team of North America and Latin America Access Support, Client Training and Chase Connect employees. You will manage a team that provides high quality technical support to clients who use JPM Access and Chase Connect platform focusing on platform support, highly complex issues and inquiries, client escalations and data analysis. You will be required to maintain extensive cross-organizational reporting, executive communications and interactions with business partners at all levels. Your responsibilities also include assisting clients with various levels of inquiries, delivering product training, incident response management and escalation support.

Job Responsibilities

• Oversee the team performance across North America & LATAM, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards.
• Direct the activity and daily operations related to call center staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as call center staffing and specialist support.
• Work in partnership with technical counterparts to ensure that appropriate call center tools and strategies are effectively implemented within the operation.
• Evaluate and execute appropriate staffing plans in order to achieve site and product SLA goals.
• Arrange operational and/or functional execution of client service strategies and how they are accomplished including the communication and administration of strategic initiatives. Works on cross-regional and cross-functional teams and initiatives.
• Ability to recognize and avert risks to the bank on payment and client data protection related matters and responsible for managing applicable operational risk.
• Ensure that annual goals are delivered within budget and implements plans to support long-term business objectives. Works with other functional areas to ensure seamless delivery to customers including cross functional or operational resources.
• Identify direct report and overall staff development needs while providing timely feedback. Review the development and performance management plans for all team members and ensure team leaders are managing the development and performance management process appropriately..
• Perform regular reviews of policies and procedures assuring new processes are documented and that all processes are tested regularly according to risk management guidelines.
• Collaborate with senior managers globally to identify technology, resource and/or process needs.
• Act as single point of contact for all client training escalations and follow through until resolved

Required qualifications, skills, and capabilities

• Develop and implement plans to ensure that both staffing and specialist readiness are appropriate to meet client, quality, and performance standards.
• Coordinate efforts with cross site and cross functional peers to maximize performance levels and efficiencies.
• Ability to make decisions that are both strategic and tactical in nature and made with little or no supervision.
• Approve recommendations on hiring and staffing decisions.
• Accountable for adherence to budgetary guidelines.
• Accountable for capacity planning and execution.
• Support and lead strategic project groups
• Manage groups to assure risk is minimized.
• Take ownership of the client problems; clarifies client issues/objections; appropriately escalates issues for assistance.
• Ensure that time-sensitive transactions, problem resolutions, and non-standard instructions are handled in a manner that complies within bank and department policies and procedures, and minimize risk/cost to both the bank and client.

Preferred qualifications, skills, and capabilities

• 5+ years of Client Service or similar experience
• Possess superior management abilities with an understanding of operations techniques
• Proven track record in performance management
• Proficient operations management skills.
• Ability to work in a fast paced environment and adaptable to change
• Strong problem solving and decision making skills
• Exhibit ability to work effectively in a global and multi-site setup

Work Schedule

• This hybrid role required going into the office three days a week with two days flexibility to work from home, subject to change