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CIB Operations Client Relationship Management

Job Description

J.P. Morgan's Corporate & Investment Bank is a global leader across banking, markets and investor services. The world’s most important corporations, governments, financial institutions, pensions, sovereign wealth organizations, states and municipalities entrust us with their business. We offer our clients a full suite of global financial services and capabilities, providing strategic advice, raising capital, managing risk, and extending liquidity in markets around the world. Not only is our goal to help clients succeed; we are committed to contributing to orderly and well-functioning markets and supporting global economic growth across our businesses.
The Operations Client Relationship Manager (OCRM) will be a member of the global client services team for key markets clients in EMEA. The primary responsibility is to manage service delivery and overall client experience. A brief description about the role:
  • OCRMs are the first point of escalation for clients and internal teams. They serve as a trusted partner and advisor to business decisions. OCRMs take ownership of the issue and assess, coordinate and manage issues with the assistance of various internal teams ensuring service delivery standards are consistent with service level agreements.
  • OCRMs are responsible for monitoring, reporting and advocating continuous improvement of service delivery and relationship between J.P. Morgan and the client. OCRMs use various tools to monitor and measure client satisfaction and product performance, such as issue logs, calling programs, internal governance programs and client service reviews.
  • OCRMs foster a close relationship with their clients, understand clients operating model versus J.P. Morgan’s servicing offering, take accountability for resolution of issues by pro-active management across all Markets products. Internally OCRMs foster relationships with operations and other groups (such as Sales, Operations, Technology) involved in service delivery to the client. OCRMs work with functional areas both locally and globally, to ensure the provision of a timely and efficient level of service, with a high degree of autonomy in the management of their client base.
Key Accountabilities/Major Responsibilities:
  • Full accountability for the service delivery relationship across covered clients in the region
  • Establish strong relationships with clients and internal senior stakeholders,  championing exceptional experience across Markets operations
  • Possess comprehensive understanding of market, vendor and regulatory implications to effectively advise clients of implication to their operating environment
  • Facilitate / Drive resolution of client queries, service requests and delivery issues; leveraging internal teams as appropriate
  • Manage governance process of service disciplines & balance best outcome for the client & firm. Champions an exceptional experience for clients and partners across products and solutions.
  • Conduct regular service reviews
  • Proactive engagement in strategies to improve client service level, enable business efficiency and transformation.
  • Focus on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
  • A minimum of 5 years client relationship/service or Operations experience within the banking industry, preferably with knowledge/experience of Market (Fixed Income, Currencies, Derivatives, Equities, F&O, Loans) products & processes.
  • Possess strong communication skills,  ability to manage senior stakeholders  & decision taking ability.
  • Prior client communication & relationship management experience preferred
  • Project management skills would be a key advantage 
Req #: 180036586
Location: London, ENG GB
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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