Vice President - Global Fund Services Operation Service Delivery

J.P. Morgan; Toronto; On-site; CAD 80,000 - 115,000; Full time

Job summary

A leading financial services firm in Toronto is seeking an experienced client service manager. The role involves leading a team to address client inquiries and develop strategic plans to enhance service operations. Candidates should have over 7 years of experience in customer service within a financial institution and strong skills in conflict management and digital literacy. This is an opportunity to make a significant impact in a dynamic team environment.

Qualifications

• 7+ years of experience in managing customer service teams.
• Demonstrated proficiency in strategic planning and enhancing operational efficiency.
• Advanced conflict management skills.

Responsibilities

• Lead the client service team in addressing inquiries and complaints.
• Develop strategic plans to enhance service center operations.
• Identify trends and generate innovative solutions for client needs.

Skills

Customer service management

Strategic planning

Conflict management

Digital literacy

Job description

Overview

Join our team and make a significant impact on our client service teams in JPMorganChase. You'll have the opportunity to grow your career while leveraging your skills in control management and data analysis. Be part of a dynamic team that values innovation and collaboration, and contribute to the firm's operational efficiency and risk mitigation strategies.

Responsibilities

• Lead the client service team in addressing client inquiries, processing transactions, troubleshooting problems, and handling complaints, utilizing advanced conflict management skills to ensure client satisfaction.
• Develop and implement strategic plans to enhance service center operations, leveraging proficiency in strategic planning and process automation to drive operational efficiency.
• Identify trends and generate innovative solutions to meet client needs, using advanced skills in market product knowledge and digital literacy to stay ahead of industry developments and technological advancements.
• Foster strong relationships with internal stakeholders and clients, leveraging advanced skills in influence and internal stakeholder management to drive mutually beneficial outcomes.

Required qualifications, capabilities, and skills

• 7+ years of experience in managing customer service teams in a financial institution, with a focus on service delivery operations.
• Demonstrated proficiency in strategic planning and process automation, with a track record of enhancing operational efficiency in client service delivery.
• Advanced skills in conflict management, with experience in resolving complex client issues and complaints.
• Strong digital literacy with experience in leveraging new/emerging technologies to enhance business operations and client service.

Preferred qualifications, capabilities, and skills

• Extensive experience in the banking or financial services industry, particularly in commercial or investment banking, with strong leadership and team management skills to inspire high performance.
• Focused on continuous improvement, identifying opportunities for process enhancements, and implementing changes to improve client experiences.
• Ability to apply cultural intelligence to engage effectively with diverse clients and utilize data and tech literacy for innovative solutions.
• Experience in mentoring team members and leading projects to achieve client and business goals.