JPMorgan Securities Services - Taiwan Head Client Service Executive Director 

Taiwan, Taipei, Taipei 

963199470

As the Taiwan Head of Client Service – Executive Director within our Securities Services, you will lead a proficient team of Client Service Managers based in Taipei. Your responsibilities will include fostering the team's growth and performance, and ensuring client satisfaction with our products and services. You will manage all aspects of service delivery, coordinating with various teams such as Sales, Product, Operations, and Technology. This role provides the opportunity to regularly interact with senior staff and represent J.P. Morgan in front of our clients. We are seeking a confident, articulate team member ready to take on this exciting challenge.

Job Responsibilities

• Lead the Client Service team in Taipei for Securities Services products and services to Taiwan investors - responsible for management of resource, budget, performance target and client account allocation in addition to performance management, employee engagement, retention, diversity and mobility.
• Build relationships with clients at senior levels; engage in client planning and drive the firm to deliver for clients. Optimize client satisfaction in Taiwan. Full accountability for client satisfaction, service delivery and relationship with clients.
• Manage and partner with teams across J.P. Morgan and clients to scope and deliver client change requests.
• Manage and partner with Sales, Product, Operations and Technology teams to develop operating solutions for complex client requirements arising from new business or client change requests and for managing clients onto our platform.
• Drive resolution and manage escalated client-impacting issues. Partner with other departments to drive swift closures and cohesive results to manage the oversight of the quality of the account management along with any delivery issues, leveraging internal teams as appropriate.
• Oversee and deliver on client efficiency initiatives – elimination/reduction in non-standard client processes, reporting, etc.
• Manage governance process of service disciplines. Deliver transparencies on significant items to wider audience and coordinate in region against global initiatives.
• Maintain comprehensive understanding of market, local rules and regulatory implications to effectively manage the teams. Enhance the network and supporting structures built for their operating environment.
• Balance client relationships with risk management to ensure the best outcome for the client and firm through critical decision making. Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse impact.
• Maintain regular contact with senior level executives at clients’ office as well as internally in J.P. Morgan within Taiwan, APAC and across the globe.
  

Required qualifications, capabilities and skills

• Minimum of ten years of experience in securities services industry and/or portfolio servicing environment. and/or portfolio servicing environment – experienced in client/account management
• Demonstrated ability to thrive in a large, global, matrix organization of functionalized teams.
• Proven experience in people management, building and contributing to high performing teams through the development of self and others, emphasizing continuous learning and growth. Proven track record of managing large, complex clients and establishing strong partnerships across all levels of the client organization.
• Strong working knowledge in client service, client and stakeholder management. Strong in communication and presentation skills with proven ability to credibly engage with C-level executives including CEO, CFO, COO, CTO and CIO.
• Demonstrated technical, professional, and organizational expertise in securities services products and client buying behavior.
• Strong working knowledge of asset owners, private and public plans and their participants. Strong working knowledge of all facets of the investment vehicle lifecycle
• Ability to manage robust governance programs and delivery metrics to deliver excellence. Ability to provide the view and voice of the client in strategic planning and product development.
• Abreast of current industry knowledge including regulations, trends and best practices.
• Proactively responds and adapts to change – supports and influences strategies to enable business transformation and enhancement.
• Fluency in English and native in Mandarin language to support Taiwan clients.
• University bachelor’s degree or higher.
  

Preferred qualifications, capabilities and skills

• High energy, motivated self-starter experienced in client management, covering client relationships at the executive level in large institution. Strong focus in client service and account management.
• Experienced in Securities Services and/or investment portfolio servicing experience; custodian, asset management firm, broker/dealer, hedge fund, fund administrator, financial markets organizations servicing clients
• Prior experience in markets, asset management and securities services operations a plus.