VP, Payments Client Service – Global Banking Leader

J.P Morgan; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

J.P. Morgan in Sydney is seeking a Vice President to lead the Payments Client Service team, owning the end-to-end service relationship for a diverse portfolio of corporate and multinational clients.

You will drive service quality, governance, and operational improvements, partnering with product, operations, technology, and compliance to deliver scalable outcomes. You will manage escalations, coach the team, and steer initiatives to enhance client experience, controls, and efficiency in

Qualifications

• Minimum 10 years of experience in payments client service, account management, transaction banking, or a related role within a financial institution.
• Proven ability to lead complex client issues and escalations end-to-end, delivering timely and high-quality outcomes.
• Strong stakeholder management skills across product, operations, technology, compliance, sales, and implementation.

Responsibilities

• Own end-to-end service delivery for a portfolio of payments clients, acting as the senior point of contact for complex issues.
• Lead client service governance, including service reviews, performance tracking, and action plans to improve service quality and client satisfaction.
• Drive disciplined case management, ensuring inquiries are logged, tracked, prioritized, and resolved within service level commitments.
• Analyze client activity and service trends to identify root causes, reduce repeat issues, and improve straight-through processing and turnaround times.
• Lead client documentation and account maintenance requests, ensuring timely completion and strong controls.
• Partner with sales and coverage teams by sharing client insights and highlighting where additional payments solutions may better support client needs.
• Drive continuous improvement initiatives across the team, including process redesign, standardization, and control enhancements.
• Identify opportunities for artificial intelligence and automation integration within operational workflows, including evaluating, implementing, or governing AI-driven solutions to deliver scalable improvements.
• Coordinate across product, operations, technology, compliance, and implementation teams to deliver client outcomes and support broader business priorities.
• Coach and develop team members, setting clear expectations and reinforcing a culture of accountability, risk awareness, and client focus.

Job description

J.P. Morgan in Sydney is seeking a Vice President to lead the Payments Client Service team, owning the end-to-end service relationship for a diverse portfolio of corporate and multinational clients.

You will drive service quality, governance, and operational improvements, partnering with product, operations, technology, and compliance to deliver scalable outcomes. You will manage escalations, coach the team, and steer initiatives to enhance client experience, controls, and efficiency in