Client Operations Manager - Merchant Services Account Management

JPMorgan Chase & Co.•Tempe, AZ

22d

About The Position

This role is for a Client Operations Manager within Merchant Services, responsible for leading an Account Management team. The manager will partner with leadership to ensure consistent processes and controls, supervise the Account Management team, and lead Account Managers in providing excellent and efficient service to merchants. The role also involves interacting with and supporting Relationship Managers and their leadership, and developing strong relationships built on trust and accountability.

Requirements

Practicing professional and superior interpersonal skills in all interactions with team, other senior leaders across multiple business segments, and internal and external customers.
Generating documents of record in support of process streamlining and simplification.
Understand and assess client needs, troubleshoot issues, quantify downstream impacts.
Research, champion, advocate and follow through on issues/questions along with having exceptional verbal and written communication skills and strong presentation skills.
Demonstrated ability to anticipate clients’ issues, own problems on clients’ behalf, and follow through with commitments.
Ability to build relationships with clients, internal partners, colleagues, and peers to achieve desired outcomes.
Ability to understand multiple complex systems and processes.
Ability to mobilize internal networks and resources to assist is resolving customer service requests.

Nice To Haves

Bachelor’s degree
5+ years in team leadership, account management, relationship management, client relations or customer service experience.
Knowledge of bankcard industry and procedures.
Strong knowledge of Microsoft Excel, PowerPoint & SharePoint.
Proven ability to work well under pressure with minimal supervision.

Responsibilities

Demonstrate excellent understanding of the purposes and operations of the organization and business initiatives.
Manage the performance management cycle including regular feedback, coaching, and performance excellence.
Maintain effective and standard operational processes.
Navigate systems and tools, and partner with cross-functional, cross U.S. teams to solve client problems.
Operate within established risk parameters/tolerances, and meets internal/external risk and compliance obligations, including completion of required training.
Display confident client presence via phone and email with the ability to deliver exceptional customer experience by acting with a customer first attitude.
Provide thoughtful leadership, proactive insights and consultation on strategies to clients within the portfolio, and identifies opportunities for Wholesale Payments collaboration to deliver the full value of the firm.
Identify business trends using real data, meet project deadlines, follow up on results.
Provide timely responses to client inquiries and assist client in all manners of troubleshooting or maintenance.
Compile relevant, accurate data into reports or presentations for Relationship Managers, clients, senior management.