Client Experience Delivery Lead, Workplace Solutions

JPMorganChase; Cork; On-site; EUR 65,000 - 95,000; Full time

Job summary

J.P. Morgan is seeking a Client Service Delivery Lead to manage service delivery for a defined portfolio of clients and ensure high client satisfaction.

You will coordinate governance, onboarding, training, and escalation management while reporting metrics to senior leadership. This role involves standardization initiatives, collaboration with product and process teams, and oversight of corporate actions in partnership with related teams.

Qualifications

• Bachelor's degree in Business, Finance, or related field preferred; equivalent experience considered.
• Excellent communication, presentation, and active listening skills.
• Strong analytical, numerical, documentation, and procedural management skills.
• Ability to work independently, manage competing priorities, and meet tight deadlines in a fast-paced environment.
• Certified Equity Professional (CEP) Level 1 qualification, or willingness to obtain certification.
• Minimum of 3 years' experience managing or supporting a portfolio of clients in a client-facing environment.
• Demonstrated ability to build relationships and collaborate effectively across multiple teams and functions.

Responsibilities

• Manage end-to-end service delivery for an assigned portfolio of clients.
• Build and maintain strong client relationships, ensuring client satisfaction and successful delivery of agreed services.
• Coordinate internal teams and stakeholders to ensure seamless execution of client requirements and service commitments.
• Oversee client governance activities, including client events, meeting preparation, calendar management, and maintenance of operational runbooks.
• Drive client standardization initiatives aligned to the firm’s service offering and strategic objectives.
• Participate in implementation and onboarding projects, including leading client system training sessions prior to go-live.
• Identify gaps in system functionality and opportunities for process improvement; escalate enhancement requests and support prioritization efforts.
• Provide oversight of corporate actions in partnership with Corporate Actions and Relationship Management teams.
• Act as the first point of escalation for client issues, ensuring timely resolution and effective communication.
• Monitor, track, and present monthly client service metrics and performance reports to senior management.
• Travel to client sites as required to support relationship management and service delivery activities.

Skills

Client relationship management

Stakeholder management

Project coordination

Data analysis

Communication

Problem solving

Education

Bachelor's degree in Business/Finance

CEP Level 1 qualification

Job description

J.P. Morgan is seeking a Client Service Delivery Lead to manage service delivery for a defined portfolio of clients and ensure high client satisfaction.

You will coordinate governance, onboarding, training, and escalation management while reporting metrics to senior leadership. This role involves standardization initiatives, collaboration with product and process teams, and oversight of corporate actions in partnership with related teams.