Client Service Manager - Vice President

JPMorgan Chase & Co.; New York (NY); On-site; USD 160,000 - 210,000; Full time

Job summary

JPMorgan Chase & Co. in New York seeks a VP-level Client Service Manager to own client satisfaction and coordinate JPM services across a book of institutional clients.

You will build relationships, participate in meetings, and drive governance using KPIs to ensure service levels. The role demands senior leadership, strong communication, and robust project management to lead global initiatives and mentor the team.

Qualifications

• Bachelor’s degree required.
• 8+ years in financial services servicing institutional clients.
• Strong knowledge of Global Custody and/or Traditional, Hedge, Private Fund Services.
• 3–5 years of direct people management.
• Strong communication, presentation, and project management skills.
• Effective problem solving and decision-making abilities.
• Ability to exercise sound judgment on behalf of clients and JPM.

Responsibilities

• Build relationships with clients and serve as escalation contact for JPM stakeholders.
• Participate in client meetings and update clients on product and system enhancements.
• Establish governance structure and monitor service levels using KPIs and RAG ratings.
• Drive reduction of billing errors and associated costs.
• Provide oversight and complete global initiatives managed by the team.
• Lead, mentor, and develop the team.

Skills

Client relationships

Governance leadership

Billing accuracy

People management

Communication

Project management

Problem solving

Decision making

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.