JPMorgan Commercial & Investment Bank - Securities Services 

United States, Texas, Plano 

739105759

The Client Service Manager, based in Plano, Texas or Brooklyn, New York acts as a single point of contact, escalation, and advocate for all of our client’s servicing requirements. It will require working in partnership with internal partners and clients, ensuring agreed service levels are met and future needs understood. Our mission is to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measurable and proven service performance.

As a Senior Client Service Associate you will act as a primary escalation point for the client on day-to-day issues, including project work and management of their change agenda. The role will focus on Asset Owner clients based in the United States who take multiple products including Custody, Fund Services, and Trading Services. This is a client focused role requiring a broad coverage across a wide range of services and issues, and will require a high level of responsiveness and focus on improving the client experience in order to support potential business growth.

Job Responsibilities

• Manage a client/s covering products across the Securities Services product offering.
• Responsible for ensuring exceptional levels of service to the clients and managing their expectations in coordination with business partners
• Act as key contact and escalation point for the client, key stakeholders, and the business for all service-related client matters.
• Ensure complex client issues are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across a number of departments such as Sales, Operations, Onboarding, Product, Product Development and Technology teams and obtaining “buy in” from the business to meet the clients’ needs and achieve a manageable solution
• Set-up and management of a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilizing KPI and RAG ratings
• Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviors
• Ensure accurate and timely fee billing for all products
• When the need arises, define and manage a remediation project to address any areas where service is no longer meeting client expectations
• Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making

Required Qualifications, Capabilities, and Skills

• Strong client management skills and experience in dealing with partners internally.
• Experience in dealing with complex, demanding client organizations and an ability to develop strong client relationships.
• Proven experience in delivering on commitment to clients.
• Knowledge of CIB products and exhibit an enthusiasm to develop their knowledge across Securities Services products.
• Able to demonstrate Industry/Business Knowledge.
• Able to demonstrate influencing skills.
• Able to demonstrate strategic thinking.
• Able to demonstrate executive management and communication experience/skills.
• Able to demonstrate and give examples of creative problem-solving experience.
• Ability to adapt and demonstrate flexibility in a dynamic environment.
• Capability to quickly grasp new products and developing new business requirements

Preferred qualifications, capabilities and skills

• Experience gained in an operational or product environment would be beneficial
• Knowledge of CIB products, and an enthusiasm to develop knowledge across the Securities Services Industry