JPMorgan Payments Client Service Team Lead - Vice President 

Australia, New South Wales, Sydney 

553959548

As a Vice President in the Payments Client Service Team, you will lead the local client service team, ensuring the delivery of world-class service to local, regional, and global clients. Your role will require effective communication and team management skills, as well as a deep understanding of the local industry and product knowledge related to Payments, Clearing, and Settlement services.

Job responsibilities

• Lead the local Australia & New Zealand Client Service team, which consists of a team of approx. 10 members, including, Analyst, Associates, Senior Associates and Vice Presidents in the team.
• Work with, and manage through, other functional areas both locally, regionally and globally, to ensure timely and efficient lever of service.
• Manage local, regional and global stakeholders and keep the management updated of initiatives, changes and priorities for Client Service.
• Participate and represent Australia Client Service team in regional and global initiatives.
• Perform analysis on client activities, identify opportunities for better and effective service to clients.
• Partner with local and regional stakeholders in executing the strategy that supports the business objectives.
• Maintain a strong discipline in case management, logging, tracking and reporting of all client enquiries in a timely manner.
• Learn the product and other efficiency related initiatives and be able to proudly talk about the initiatives with the clients.
• Manage and escalate requests related to client documentations, including but not limited to account maintenance, Electronic Payment Signatory Form set ups, addition and removal for signatories etc.
• Conduct service quality reviews on regular basis, obtain client feedback and follow through to closure.
• Collaborate and partner with Product, Operations, Technology, Compliance, Sales and Implementation teams to drive the broader franchisee agenda.

Required qualifications, capabilities, and skills

• A tertiary qualification in a relevant discipline.
• Prior experience of leading a large team managing client service function in a financial institution.
• Sound knowledge of Banking products, including domestic and cross border payments, Merchant Acquiring, Trade Finance and Liquidity Operations.
• Minimum 15 years of Banking experience with an emphasis on managing a large portfolio of clients, both corporate and financial institutions.
• Sound knowledge of eCommerce products like payments through cards, merchant acquiring.
• A track record of executing and managing significant change agendas locally and regionally.
• Effective influencing, negotiation and presentation skills.
• Excellent process and analytical skills with the ability to work in a complex, matrixed environment.
• Demonstrated ability to work collaboratively and develop effective partnerships across diverse teams.

Preferred qualifications, capabilities, and skills

• Effective people management skills, as you will be accountable to manage a very dynamic, ambitious and high performing team.
• Sound problem solving skills and ability comprehend client’s needs and respond in timely manner.
• Build effective relationship with clients, understand their business needs and support clients for their strategic projects.
• Adept negotiation skills with internal and external clients to ensure all deliverables are completed within time.