Client Service Manager - Vice President

JPMorgan Chase; Boston (MA); On-site; USD 180,000 - 280,000; Full time

Job summary

J.P. Morgan, a leading global financial services firm, invites a VP Client Service Manager in Securities Services to own client satisfaction, nurture relationships, and coordinate JPM resources to service a defined book of clients.

You will establish governance across products, monitor KPIs, drive billing accuracy, mentor the team, and lead global initiatives to deliver exceptional service to institutional clients.

Qualifications

• Bachelor's degree required.
• Eight+ years of experience servicing institutional clients.
• Strong communication, presentation, and project management skills.
• Ability to lead and manage a team.

Responsibilities

• Build relationships with clients and serve as escalation contact.
• Participate in client meetings and update on product/system enhancements.
• Establish governance across products and monitor service levels with KPIs and RAG ratings.
• Drive reduction of billing errors and associated costs.
• Provide oversight and manage global initiatives.
• Lead, mentor, and develop the team.

Skills

Communication

Presentation

Project management

Education

Bachelor's degree

Job description

At J.P. Morgan (JPM), we are committed to delivering exceptional client service. As a Client Service Manager - VP in Securities Services, you will have the opportunity to build strong relationships with our clients and ensure their satisfaction with our services.

As a Client Service Manager (CSM) in Securities Services, you will join the client service team and have an assigned book of clients. You will have ultimate ownership for client satisfaction with JPM, pulling together the internal teams and resources required to successfully service your book of business and drive client satisfaction.

Job responsibilities

• Build relationships with clients and serve as the escalation contact for clients and JPM stakeholders.
• Participate in client meetings, update clients on product and system enhancements, and work to ensure client ongoing satisfaction with JPM.
• Establish an on-going governance structure and lead governance of processes for all products, including measurement and monitoring of service levels using KPIs and RAG ratings.
• Drive reduction of billing errors and carry costs.
• Provide strong oversight and manage to completion all global initiatives handled by the team.
• Lead, mentor, and develop the team.

Required qualifications, capabilities, and skills

• Bachelor's degree.
• At least eight years of experience working at a financial services organization focused on servicing institutional clients.
• Strong knowledge of Global Custody and/or Traditional, Hedge, Private Fund Services.
• Three to five years of direct people management.
• Strong communication, presentation, and project management skills.
• Effective problem solving and decision-making skills.
• Ability to exercise sound judgment and make effective decisions on behalf of clients and JPM.

Preferred qualifications, capabilities, and skills

• Drive for continuous improvement.