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CIB – Investor Services - Client Service Account Manager – Associate - Brooklyn

Job Description

 Client Service: Team Description
The Client Service team has overall accountability for ensuring Client’s global service requirements are achieved end-to-end and across Markets & Investor Services. We are their primary contact and are an advisor on all service related matters. We support Sales in improving and retaining client relationships, whilst maintaining a strategic understanding of the client’s operating model.
 
The Segment Lead Role
We organize our clients into industry ‘segments’ such as Asset Managers, Pension, Sovereign Wealth and Banks. This allows us to understand the specific requirements and behaviors of the segment and ensure our service offering matches that requirement. It also means we can align our most appropriate resources experienced in dealing with that client segment, meaning they understand the clients business and operating model allowing them to build strong and lasting partnerships on strategic initiatives. 
 
Responsibilities
Accountable for managing the current activities and strategic direction of the segment, the role includes:
  • Lead a team of Client Account Managers aligned to this segment
  • Managing day to day client relationships and their satisfaction
  • Partnering with internal groups including Operations, Sales, Relationship Management and Product to ensure the function provides a best in class service experience and maintains an "end to end" approach and view of our service quality to clients
  • Define and manage the governance process for the segment in the region including financials, service, performance metrics, regulatory requirements, risk & controls
  • Defining and driving the Client Service strategic agenda, identifying and executing strategic Client Service business goals*
  • Maintain a comprehensive understanding of market, vendor and regulatory implications to effectively advise clients of the implications to their operating environment (e.g. Dodd-Frank)
  • Manage a governance process of service disciplines, with agreed service standards, managing against core and bespoke needs, delivery against committed services, proactive management to identify trends, issues and opportunities to improve service levels
  • Conduct/participate in regular service reviews
  • Senior escalation point for Client and Operations Service Delivery for BAU issues
  • Helps navigate the firm on behalf of the Client
  • Gathers intelligence on the client and disseminates internally
  • Seeks opportunities and responds to initiatives to improve service levels and improved efficiency for the business and the client
  • Oversight and coordination of Client Change Management agenda
  • Provide input to design of new client solutions
  • Maintains strong client relationships which can be referenced and lead to an increased share of wallet
  • Key stakeholder and/or execution lead for key projects in the region
  • Responsible for managing operational risk through effective monitoring and resolution of risk metrics
  • Driving efficiencies and productivity across the function
*Client Services as a whole is also undergoing an end to end model review – this role will allow the successful candidate to be involved in driving forward improved processes that will result in a significant improvement for our clients.

 

 

Qualifications

Required Skill / Experience:

·         Outstanding client management skills (preferably 10+ years)  and direct experience in dealing with this client segment

·         BA (or equivalent), MBA or CPA desired. 

·         Leadership: Demonstrated track record in managing a team and driving a high performance culture

·         Ability to adapt and demonstrate flexibility in a dynamic environment

·         Strong executive presence, strategic thinking and influencing skills (both within JPMorgan and influencing the client)

·         Deep product and operating knowledge across Markets, Fund Admin, Financial Reporting, general operations and technology

·         Capability to quickly grasp new products and developing new business requirements

·         Demonstrated ability to work collaboratively and develop strong partnerships

·         Ability to deal with conflict

·         Willingness to challenge the status quo and drive better outcomes for our clients

·         Proficiency in change and process management

·         Strong programme management skills

·         Strong organizational, project management and planning skill sets

·         Compliance mindset with a solid understanding of risks associated with the provision of services to clients in our line of business

·         Excellent presentation skills, with the ability to engage a senior-level audience

·         Is able to summarize, simplify and communicate detailed and complex information to a broad range of team members or clients across the seniority spectrum, whether verbally or written.

 

JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package.

JPMorgan Chase & Co. is an equal opportunity and affirmative action employer Disability/Veteran.

 

Req #: 160031938
Location: Brooklyn, NY US
Job Category: Account Servicing
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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